Title: Customer Experience Agent Department/ Location: We Work, Canary Wharf, occasional travel to other Get A Drip locations Salary: £26,000 per annum Responsible to: Customer Service Manger About Get A Drip Get A Drip is a forward-thinking and rapidly expanding digital telemedicine service supported by a strong nationwide clinical presence. As part of our comprehensive approach to longevity wellness, we offer scientifically-backed treatments that support clients in managing their overall wellbeing, including appetite regulation and metabolic health. Through our innovative digital platform, clients benefit from personalised solutions designed to fit seamlessly into their lifestyles. Our clinical network further enhances this offering with expert-led care, along with bespoke one-on-one coaching from nutritionists, mindfulness coaches, and behaviour change specialists. At Get A Drip, we are committed to transforming the way people approach their health by combining cutting-edge technology, care, and a holistic focus on long-term wellbeing. Job Summary We are seeking a Customer Experience Agent to join our dynamic and growing team. This role is crucial in ensuring our customers consistently receive exceptional support when engaging with our Telemedicine services. You will be responsible for addressing customer inquiries professionally, empathetically, and efficiently, contributing directly to a high-quality customer experience. The ideal candidate should be proficient or willing to quickly become proficient with customer service platforms such as Zendesk (or similar tools), demonstrating strong communication and problem-solving skills in a fast-paced environment. As our services operate across multiple locations, adaptability and effective collaboration with a geographically dispersed team are essential. This position includes the expectation to work flexibly, providing support during weekends and evenings to maintain our commitment to continuous customer care. You will play a pivotal role in representing our brand, helping drive customer satisfaction through excellent service delivery and a commitment to continuous improvement. Key Responsibilities: Customer Interaction: Respond promptly and professionally to customer inquiries via email, phone, and chat, ensuring each interaction aligns with Get A Drip’s standards of quality care and customer satisfaction. Manage customer tickets efficiently, accurately logging interactions and resolutions in customer service platforms such as Zendesk or similar tools. Address customer concerns and complaints empathetically, escalating sensitive or complex issues to senior team members as appropriate. Service Excellence: Maintain comprehensive knowledge of Get A Drip’s product offerings, policies, and procedures to provide accurate and timely information to customers. Contribute to a culture focused on continuous improvement, proactively suggesting enhancements to customer service processes and workflows. Quality & Improvement: Follow established protocols and best practices to consistently handle common customer inquiries and issues. Identify patterns or recurring issues from customer interactions and communicate these insights to supervisors to support continuous improvement initiatives. Collaboration: Collaborate effectively with team members and cross-functional departments, including marketing, clinical, and pharmacy teams, to ensure seamless customer experiences. Act as a supportive and cooperative team player, assisting colleagues and fostering teamwork across locations. Technology Utilisation: Effectively use customer service technologies and platforms, including Zendesk or similar systems, to manage customer interactions and document details accurately. Support initiatives involving AI tools, chatbots, and virtual assistants by providing accurate input and feedback for continuous improvement. Familiarity or experience with ecommerce platforms like Shopify is desirable. Performance Monitoring: Regularly track and achieve individual KPIs such as response times, resolution rates, and customer satisfaction scores. Contribute to team reporting efforts by providing accurate and timely updates on performance metrics and customer feedback. Customer Journey Support: Provide comprehensive support to customers throughout their journey with Get A Drip’s telemedicine services, ensuring they feel informed, supported, and empowered. Offer proactive follow-up and post-treatment support to enhance customer satisfaction and loyalty. Benefits Get A Drip Staff training credit to spend on drips and boosters, up to the value of £2400 per annum. 22 days holiday per annum, which rises by one additional day per full completed year of service up to a maximum of 30 days Auto-enrolment pension scheme. Exclusive perks via Perkbox. General Areas Job Design and Review This job description may be subject to change in the future. Any proposed changes will normally be discussed fully with the post holder with the relevant job evaluation process (where applicable) applied and confirmed via the issue of an updated job description. Confidentiality and Data Protection All employees who have access to personal data in relation to customers or employees will be aware of their responsibilities under the Data Protection Act 1998 and will abide by the eight principles of that Act. Any breach of the Act could result in disciplinary action being taken and criminal charges being brought against the individual who has breached the Act. Health and Safety Individual employees of the Company and employees contracted to work on the Company's premises have an equal responsibility, along with managers and supervisors, for maintaining safe working for the health and safety of themselves and other persons who may be affected by their acts or omissions at work. All employees must adhere to their duties under the Health and Safety at Work Act 1974 and other associated safety legislation, including all new Health & Safety Regulations. In addition, employees must comply with all the Company's policies relating to Health & Safety and Risk Management to secure a safe workplace and will draw management’s attention to any deficiencies and/or hazards, which might prove detrimental to themselves or others. There is a general responsibility for employees to act sensibly and reasonably and attend mandatory health and safety training sessions. Governance All employees are required to actively contribute towards the Company's governance systems, taking responsibility as appropriate for quality standards and work towards the continuous improvement and service quality. Equality and Diversity The Company is committed to promoting equality opportunities to achieve equity of access, experience and outcomes, and to recognising and valuing people’s differences. All employees have an obligation to help achieve this through personal example, open commitment and clear action. Each individual will take responsibility for promoting inclusive and accessible service provision, employee development and a culture that values and respects difference. All employees should be familiar with, actively promote and work within Equality and Diversity policies at all times ensuring that they do not unlawfully discriminate, either directly or indirectly, on the grounds of race or ethnicity, nationality, religion or belief, sex, marital or civil partnership status, sexual orientation, disability, gender reassignment, age, pregnancy/maternity or any other grounds. This applies to all activities as a service provider and as an employer. Dignity at work Every member of staff has a responsibility to ensure residents, colleagues and other contacts are treated with dignity and respect. The Company is committed to creating a work environment for all staff that is free from harassment, intimidation and any other forms of bullying at work, where everyone is treated with dignity, respect and professional courtesy. Customer Care The aim of the Company is to service users/customers with the best possible care and service; therefore all our staff are required at all times to put our service user/customers first and to do their utmost to meet their requests and needs courteously and efficiently. Smoking The Company operates a No Smoking policy. Dress code The Company operates a uniform policy for clinic-based employees, and uniform must be worn at all times. Employees are expected to look professional at all times, and ensure their image reflects sensitivity to client and colleagues’ perceptions. This may reflect their ethnicity and lifestyle but should not be provocative or cause offence to those with whom they have contact. Policies and Procedures All employees need to be aware of the Company's policies, procedures and protocols relating to their service and work within the guidelines at all times. Employees have a major role in suggesting and implementing improvement to services and in exercising responsibility for both themselves and their peers within an open ‘no-blame’ culture. Knowledge, Skills and Experience Customer Services: Customer service experience preferably in a health, wellness, or technology-driven environment (E) Technical Skills: Proficiency in customer service platforms such as Zendesk or similar platforms. Comfortable with other digital tools for communication, team collaboration, and performance tracking. Using live chat, email and messaging systems as forms of communication with customers (D) Communication skills: Excellent written and verbal communication skills with the ability to convey information clearly and empathetically, especially in complex or sensitive situations (E) Problem-Solving skills: Analytical and problem-solving skills, with the ability to resolve customer issues and improve service processes (E) Health and Wellness Knowledge: Interest or experience in the health and wellness industry, with a passion for helping clients achieve their health goals (E) Qualities Customer-Focused: A passion for delivering exceptional customer experiences and a deep understanding of the importance of customer retention and satisfaction (E) Job Type: Full-time Pay: £26,000.00 per year Benefits: Casual dress Company events Employee discount Transport links Work Location: In person