Customer Support Agent- remote

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 looking for Customer Support Agents to join our dynamic Hub team the first point of contact for individuals and families seeking help, often in difficult moments.

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

• Provide frontline support to patients, carers, and professionals via telephone, email, and live chat.
• Handle enquiries with empathy, professionalism, and efficiency even during busy periods.
• Book appointments and coordinating care in line with clinical requirements.
• Maintain accurate and timely records in our systems (e.g., Salesforce).
• Recognise and appropriately escalate safeguarding concerns or service disruptions.
• 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, 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.

Skills and Experience

Essential:

• Minimum 3 years’ experience in a customer-facing or support role ideally in a remote, KPI-driven work environment.
• Proven ability to remain composed and compassionate under pressure.
• Strong interpersonal and communication skills both written and verbal.
• Experience using databases and managing confidential information responsibly.
• A personal sense of accountability and commitment to quality.

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

• £24,500 annual salary DOE
• 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 full-time, permanent role with 7 working hours + one-hour lunch break per day (35 working hours per week), working on a Rota-basis to cover hours between 8:00am and 6:00pm, Monday to Saturday. Remote-first position; however, you must be based in the United Kingdom and have the right to work to be considered.

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.