Customer Care Agent (Cardiff)

Frontier Developments plc; Cardiff; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading health technology firm in Cardiff is seeking a Customer Care Agent. You will be the key contact for customers, solving issues related to deliveries and ensuring compliance. The ideal candidate must have excellent problem-solving skills, experience or interest in customer care, and be comfortable working full-time in the Cardiff office. This role offers a competitive salary and various employee benefits including health insurance and training budget.

Benefits

Competitive hourly rate

Share options

25 days holiday plus bank holidays

Health insurance with Vitality

Employee assistance programme

Generous pension

Training budget via Learnerbly

Free breakfast items

Discount on Numan products

Free onsite parking

Qualifications

• Experience in customer service or desire to work in a startup.
• Exceptional English communication skills (written and spoken).
• Ability to work with minimal supervision in a busy environment.

Responsibilities

• Offer empathetic and personal service to customers.
• Handle customer queries end-to-end and ensure timely delivery.
• Maintain accurate records of enquiries and complaints.

Skills

Problem-solving

Customer care

Communication

Tech-savvy

Tools

Intercom

Salesforce

Job description

About Numan

Founded in 2018, we’ve already grown to be a 200+ team distributed across the globe, united by a singular mission: empowering people to take control of their health.

Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to shake off inertia, seize control of their health, and make the most of it.

To deliver on our transformative mission, we are guided by our 5 company values:

• Patients first.

• Learn Fast.

• Own the quality.

• Succeed together.

• Care deeply.

Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!

The Team

Numan Operations Limited is a registered pharmacy based in Cardiff with responsibility for dispensing and shipping medication and supplements to the customer’s front door. As an ever-growing team, we are in search of enthusiastic, motivated individuals to join us. Successful applicants will be welcomed into an experienced team that is friendly and supportive, with an opportunity to work within a growing organisation.

The role

This role will be based in our Pharmacy in Cardiff, Wales. As one of our Cardiff-based Customer Care Agents, you will be a key point of contact for our customers, solving problems regarding their deliveries and liaising with our courier partners. You’ll collaborate across multiple teams to ensure deliveries are compliant, patients receive their products on time, and claims are investigated fairly. This is an in-person role, working 5 days a week in our Cardiff office, Monday–Friday, 8.30am–5.30pm. While this role is primarily weekday-based, please note the wider Customer Care team works under shift patterns that can include weekends, so you’ll need to be comfortable supporting this in exceptional circumstances.

You'll be:

• Offering customers the empathetic and personal service expected of the Numan brand.
• Owning customer queries end-to-end, ensuring patients receive what they need, when they need it.
• Supporting patients via Intercom across multiple channels, including phone, social media, live chat, and email.
• Keeping an accurate record of customer enquiries and complaints regarding deliveries.
• Handling highly sensitive patient queries with discretion and compassion.
• Identifying and promptly escalating safeguarding concerns or risks, always prioritising patient safety.
• Acting as a key link between patients, clinicians, and delivery partners to swiftly and accurately resolve issues.
• Acting as the patient’s advocate, sharing key insights and feedback with internal teams to improve processes and enhance the overall patient experience.

We’re looking for someone who:

• 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 high ownership and light process infrastructure.
• Ideally has experience with Intercom, Salesforce, or similar tools (but if not, you’re a tech-savvy quick learner).
• Has exceptional English (written and spoken).
• Is comfortable being full-time in our Cardiff Pharmacy, 5 days a week.
• Is able to work with little supervision and thrive in a busy environment.

Our benefits include

• £ - Competitive hourly rate.
• Share options.
• 25 days holiday, plus bank holidays.
• Health insurance with Vitality.
• Enhanced maternity and parental leave.
• Employee assistance programme (access to therapy, financial planning and discounts).
• Generous pension (includes both employee and employer contributions).
• Training budget via Learnerbly allowing you purchase materials for learning and development.
• Free breakfast items, soft drinks, tea and coffee.
• Discount on Numan products for your friends and family.
• Free onsite Parking

Diversity at Numan

At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn’t just our goal; it’s our strength, driving us towards a more inclusive future.

Please note: We’re unable to offer VISA sponsorship for this role.