Customer Service Administrator (Remote)

Harley Therapy Platform (www.harleytherapy.com) is an award-winning marketplace offering affordable and accessible therapy from over 1000 practitioners working across the UK and online.

Job Description

As the first technology platform to match clients and therapists algorithmically and use data to drive improved service delivery in the industry, we’re revolutionising the mental health space.

We’re looking for a tech-savvy customer service administrator who will work alongside our lead Customer Service Manager to provide world-class customer service and develop new ideas.

Requirements

Please complete the following form to apply for this role. Note that submitting your CV alone will not be considered a full application: https://form.123formbuilder.com/6155598/application-form-admin-platform.

• You enjoy speaking to new people. You’re warm, friendly, personable and polite.

• You’re able to write clearly and accurately, with perfect spelling and grammar.

• You have a minimum typing speed of 50wpm.

• You work well under pressure and show good judgement. You can handle challenging situations, and use initiative to resolve queries and technical issues.

• You’re focused and work at a fast pace while maintaining accuracy and attention to detail.

• You can work independently and as a team, manage your own time, prioritise tasks and manage competing priorities.

• You’re not fazed by new technologies. You can pick up new things quickly (we use a lot of web-based services) and use the resources available to you to find solutions to problems.

• You’ve previously worked in the medical sector (preferably) and/or e-commerce.

• You have a home office set up since the position is entirely remote-based (fast internet connection).

• You’re loyal, able to stay for the long term and become part of the platform’s expansion.

  Location

  100% Home-based (self-employed)

  Pay: £13/hour, increasing to £13.85/hour after successful completion of a 6-month probation period.

  Monday to Thursday 9.30am – 5pm, and Friday 9.30am – 1.30pm (30 hours/week, with a 1-hour lunch break Monday to Thursday).

  Plus ad-hoc holiday/sick leave at other hours as and when required.

  The hours are fixed and are long-term, but there is the potential to increase hours in future.

  
  What the job involves

• Responding to emails, live chat messages and SMSs from new and existing clients and therapists.

• Assisting clients with finding suitable therapists, explaining the therapy/booking process, helping with new bookings, and managing client accounts and ongoing therapy bookings.

• Helping therapists and clients resolve technical issues, errors and billing queries.

• Assisting with complaints, offering appropriate solutions, escalating and/or directing clients to appropriate professional bodies where needed.

• Reviewing new therapist accounts, verifying the information provided, and offering advice on making the most of their profile so they are ready to receive client bookings.

• Maintain accurate records and notes.

• Ensuring therapist profile information is kept up to date, requesting updates where needed.

• Reviewing and approving/rejecting changes to therapist profiles.

• Highlighting/escalating potential issues with therapist performance to the team.

• Creating screen recordings and screenshots to assist therapists and clients.

• Suggesting and developing new ideas to improve the Platform and admin/customer support operations.

• Making suggestions to improve existing procedures, processes and workflows.

  
  Company values

• Think big, Move fast, Make it better

• We value humility and self-awareness. We can’t learn if we’re not constantly seeking to improve

• We’re kind to each other

• We believe a positive work-life balance boosts high-performance

• We believe that excellent customer support is what drives our reputation among therapists and clients

Qualifications

• Strong written and verbal communication skills with excellent spelling and grammar.
• Typing speed of at least 50 words per minute.
• Ability to work independently and manage time effectively in a remote environment.

Additional Information

Candidates with the relevant skills will be invited to complete a live online typing and administrative test via WhatsApp Web.