Customer Care Advisor (Up to £20,000 - 30 hours per week)

At Immediate, we’re home to some of the biggest and most loved consumer brands in the UK, including Radio Times, Good Food and Gardeners World and Nutracheck. Our trusted, quality content reaches millions of people a month across digital, print, video, podcasts, apps and live events.

Nutracheck, the UK's leading subscription-based weight management and dietary improvement platform, is part of the Immediate family/portfolio. With 400,000 premium subscribers, Nutracheck is one of the biggest digital subscription apps in the UK. A multi-award winning app and website, Nutracheck's evidence-based approach for food, exercise and progress tracking helps to guide members to healthier lifestyle choices. Nutracheck provides a start-of-the-art solution for calorie and nutrient tracking, using a unique food database with over 430,000 products and barcode scanner, combined with connectivity to activity tracking devices. 

Whether it’s the big things, or the little things; from reaching fitness goals to savouring good food, cultivating outdoor, or indoor, spaces, or enjoying the latest TV sensation with loved ones – we help bring our audiences joy!

About the role

This is an opportunity to join a friendly, professional team at an exciting time. If you genuinely enjoy helping people and believe customers should receive the very best service, this is the right job and company for you.

We are looking for a conscientious, caring person to join our Customer Care Team and provide support to our members. This is a new position to ensure we maintain our excellent service level to our fast growing member base.

Delivering excellent customer service is our top priority and we pride ourselves on going the extra mile. The job involves dealing primarily with customers via email, live chat and telephone, helping to resolve a wide range of queries from membership to help using the service to technical support.

 In addition to your main customer care responsibilities, you may also have ad hoc projects to deliver. These could include customer research, assisting with projects to  develop new features, and helping to test new functionality we are developing for the service.

As a Customer Care Advisor you will:

• Have a logical approach to problem solving and be able to perform technical checks using your own initiative, working closely with the technical team.
• Communicate with members via email, so your written English must be of an excellent standard. Your writing style should be clear, concise and friendly.
• Have a patient and professional telephone manner. Customer contact records need to be accurately maintained, so being organised and having a keen attention to detail is important.
• Be a good listener and have the ability to empathise and deal sensitively with members’ weight and health issues. It would be beneficial if you understood the challenges of weight management - either from working in the health and wellbeing sector or from personal experience.
• Have an interest in healthy eating and a good knowledge of cooking

Additional Information

• The role is 4 days (30 hours) a week – Monday / Tues / Friday / Saturday.
• We operate a hybrid working policy, Monday, Tuesday and Friday are based in our office in West Bridgford. Saturday is work from home.

Requirements

• Have a friendly and approachable manner both in person and over the phone
• Remain calm and patient under pressure
• Maintain a helpful ‘can do’ attitude
• Be a good team player
• Demonstrate a flexible attitude to working practices and demands
• Be reliable and trustworthy even when working unsupervised
• Demonstrate a proactive approach to continuous personal development
• It is essential you are confident using technology and familiar with iOS and/or Android phones and downloading apps

Benefits

• Hybrid working – 3 days in the Nottingham office / 2 days WFH
• Flexible working – we operate flexitime, start from 8am, finish 4:30pm to start 10am, finish 6:30pm.
• Holiday purchase scheme
• A relaxed working environment with regular socials including a summer festival
• Immediate Community webinars, well-being initiatives and Mental Health First aiders
• Tailored training and development through our Love Learning platform
• Cycle to work scheme
• Enhanced Family Policies  

We pride ourselves on our open, collaborative, and dynamic culture. This encourages our team to thrive, and give their best whilst being supported, developed, and nurtured.  

People are at the heart of our business and creating a diverse and inclusive working environment is extremely important to us. Immediate is an equal opportunities employer. We’ll never treat anyone less favourably because of their sex, gender reassignment, pregnancy and maternity, marital/civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief or disability. We’re also committed to supporting applications from those who are returning to work following a career break, maternity leave or caring responsibilities.