Job Description

Customer Support Agent - Full Time or Part Time - Remote (UK Only)

At

Clinical Partners

, one of the UK's leading providers of mental health services, we believe in making every patient feel heard, supported, and cared for.


We're currently looking for a

Customer Support Agent

to join our

Hub Team

. This is a fantastic opportunity to be part of a dedicated team that makes a real difference every day helping people access the mental health support they need. Our busy team often speak to more than 150 patients and callers an hour and are a key part in delivering the high standards of patient care that Clinical Partners are known for.


Why Join Us?


This is a

fully remote role

, allowing you to work from the comfort of your own home. Our standard working hours are

Monday to Friday, 9am to 5pm

, with a

1-hour lunch break

(35 hours per week).


We're also able to consider

part-time hours

, provided you can cover

all five weekdays

, ideally around

lunchtime and early afternoon periods

.


Our

Hub Team is inbound

, meaning you'll be responding to patients, carers, and professionals who contact us. This is a

supportive, patient-focused environment

where empathy, professionalism, and care come first.


If you have

strong customer service experience

, gained in a

busy call centre environment

, this could be the perfect opportunity for you. You'll play a key role in supporting our patients, carers, and professionals ensuring every interaction is handled with compassion, efficiency, and respect.


This is a

rewarding role

where you can use your communication and problem-solving skills to support a meaningful cause, working with a team that values compassion, resilience, and collaboration.


This role is ideal for individuals who are naturally empathetic, calm under pressure, and thrive in high-volume, fast-paced environments. You'll need to be resilient, self-motivated, and accountable someone who brings both heart and focus to every conversation.

Accountabilities and Deliverables
---------------------------------

To provide frontline support to patients, carers, and professionals via telephone, email, and live chat. To handle enquiries with empathy, professionalism, and efficiency even during busy periods. To book appointments and coordinating care in line with clinical requirements. Maintain accurate and timely records in our systems (e.g., Salesforce). To recognise and appropriately escalate safeguarding concerns or service disruptions. To work collaboratively with colleagues and supporting team cover to ensure service continuity. Provide accurate and clear service information for patients and their family/carers where appropriate, and in a friendly, efficient and courteous way. When necessary, to support the Clinical Partners operations and governance teams in the coordination of sensitive matters relating to patient safeguarding, accident, data incident, complaints and concerns processes as specified in the relevant Clinical Partners policies.
Qualifications and Experience
-----------------------------

Essential:

Minimum 3 years' experience in a customer-facing or support role. Experience using databases and managing confidential information responsibly.


Desirable:

Knowledge of mental health or healthcare environments. Experience with Salesforce or similar CRM systems. An understanding of safeguarding and sensitive issue handling.
Remuneration and Benefits
-------------------------

24,000 28,000 per annum (pro rata for part-time)

, depending on experience. 25 days paid holiday (increasing with service to 28 days) plus bank holidays. A day off for your birthday. Healthcare Cash Plan. Benefits Platform. Life Assurance. Discount Vouchers. Opportunities to take part in charitable events. Access to a Wellbeing portal and Employee Assistance Programme (EAP).

This is a remote-first position, but you must be based in the United Kingdom and have the right to work in the UK. Unfortunately, we are unable to consider applications from outside the UK, and this role cannot be performed from abroad.

Equal Opportunities Employer

At Clinical Partners we are committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

DBS Check Requirement

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.