Customer Care Agent

Summary

Join Numan's Customer Care team as a key point of contact for customers, resolving issues and building brand affinity. This full-time, permanent role involves empathetic service, first-contact query resolution, collaboration with pharmacy and clinicians, accurate record-keeping, and handling sensitive information confidentially. You will work across various communication channels (phone, messaging, social media, email) and contribute to process improvement. The ideal candidate is a problem-solver who enjoys connecting with people and thrives in a startup environment. Experience with Intercom or similar tools is preferred but not required.

Requirements

• Loves problem-solving and connecting with people
• Gets satisfaction from providing excellent customer care and going the extra mile to make someone happy
• Has experience of, or a desire to work in a startup environment, with a small team and high levels of ownership with light process infrastructure
• Has excellent English (written and spoken)

Responsibilities

• Offering customers empathetic and personal service expected of the Numan brand
• Solving queries on first contact as far as possible, always taking ownership of the customer’s problem
• Working in Intercom covering phone, messaging, social channels and email
• Working closely with our pharmacy and clinicians to resolve patient queries
• Keeping an accurate record of customer enquiries and complaints
• Handling queries of a sensitive nature in a confidential and safe way
• Sharing the voice of the customer with colleagues in the business and suggesting better ways to work
• Able to work with little supervision

Preferred Qualifications

Ideally, have experience with Intercom, Salesforce, Intercom or equivalent experience but if not, you are a tech savvy quick learner

Benefits

• Share options
• 25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan)
• Health insurance with Vitality
• Enhanced maternity and parental leave
• Nursery benefit provided by YellowNest
• Employee assistance programme (access to therapy, financial planning and discounts)
• Generous pension (includes both employee and employer contributions)
• Flexible working options, including a dog-friendly office in Farringdon
• Personal training and development budget via Learnerbly
• Wellhub membership, giving you access to over 2,000 locations in the UK
• Free office snacks including breakfast items, soft drinks, tea and coffee
• Cycle to work scheme
• Season ticket loan
• Discount on Numan products for your friends and family
• Paid volunteering days
• An additional 2 weeks off once you reach your 5th anniversary with Numan