Client Associate – Customer Service Team (Remote) Full Time NEW

Please note that the closing date for this vacancy is subject to change and the advert may close earlier if sufficient applications are received. We encourage early applications to avoid disappointment.

REF: JOB6151

Role Outline

Join our dynamic Customer Service Team as a Client Associate and play a pivotal role in delivering exceptional service! You’ll take charge of managing SLA exceptions tied to client Management Information (MI) reports, while also providing vital support with complaints and case escalations. This is your chance to shine in a fast-paced environment where your outstanding communication skills, razor-sharp attention to detail, and ability to juggle multiple priorities will make a real impact. Be part of a team that consistently exceeds client expectations and champions service excellence.

What You’ll Be Doing

• Review cases that have not met contractual SLAs to determine the root cause of failure.
• Track trends or errors related to SLA failures and provide actionable insights to team leaders.
• Liaise with team leaders to address findings from SLA exception reviews and recommend improvements.
• Ensure SLA exception work is completed in a timely and accurate manner in accordance with client MI timetable.
• Log, acknowledge, and track complaints and escalations in line with company policies and procedures.
• Assist in the resolution of escalated cases, liaising with internal colleagues, clients, their employees, and third parties as required.
• Conduct case reviews to support with the resolution of case escalations and complaint responses.
• Maintain and update escalation tracking systems to identify trends, recurring issues, and areas for improvement.
• Liaise with internal departments, clients, their employees, and third parties to gather information and evidence necessary for complaint resolution.
• Ensure all work is conducted in compliance with GDPR regulations and company policies to safeguard sensitive personal information.
• Act with trustworthiness and integrity when handling individuals’ confidential medical records and other sensitive data.

What We Are Looking For

We’re looking for a motivated and skilled individual with GCSEs in English and Maths (or equivalent) who thrives in a collaborative, fast-paced environment. You’ll need exceptional verbal and written communication skills, with the ability to adapt your style to suit different audiences, alongside a solid understanding of GDPR regulations and data protection requirements. Proficiency in IT systems, including databases, telephony systems, and Microsoft Word, Excel, and Outlook, is essential. A sharp eye for detail, strong organisational skills, and the ability to manage multiple tasks and prioritise effectively are key, as is a proactive approach to problem-solving. We value a commitment to personal development and a willingness to embrace growth opportunities. Previous customer service experience is a must, as well as the ability to work seamlessly within a team. Above all, integrity and trustworthiness are essential, particularly when handling sensitive or confidential information.

Hours

The role is full-time 37.5 hours per week, 7.5 hours per day, where you will be expected to work during the core hours between 8.00am and 6.00pm Monday to Friday.

Location

Remote working from home within the UK

Remote Working Disclaimer

Please note we are only able to accept applications for those who reside in the UK for this remote vacancy.

Working overseas is not permitted and all applicants must ensure they are able to legally work and reside in the UK during standard working hours.

Any applications from individuals who are not able to meet these requirements will unfortunately not be considered.

Salary

This is a fully remote position, offering a set salary of £24,784.50 per annum.

Company Benefits

We value the people who work with us and our rewards package is reviewed regularly to reflect this. Our current benefits package is:

• Competitive annual salary dependent on qualifications and experience
• Contributory pension scheme up to 6%
• Life assurance
• Starting on 25 days annual leave plus bank holidays, increasing with length of service
• Have a day off for your Birthday (non-contractual benefit)
• Discounted gym membership
• Health cashback plan

About Health Partners

Health Partners are committed to transforming the way health and wellbeing services are delivered in the UK. As one of the UK’s leading providers of occupational health and wellbeing solutions, we work with organisations across a wide range of industries to support the physical and mental health of their employees. Our mission is simple: to empower people to lead healthier, happier, and more productive lives.

With a strong focus on innovation and excellence, Health Partners combines clinical expertise with a personal, compassionate approach. Our multidisciplinary team of healthcare professionals, including occupational health advisors, physicians, physiotherapists, and counsellors, delivers tailored, evidence-based solutions designed to meet the unique needs of our clients and their workforce.

We pride ourselves on fostering long-term partnerships built on trust, professionalism, and results. Whether it’s through workplace health assessments, proactive wellbeing initiatives, or mental health support, Health Partners is dedicated to making a real difference.

At the heart of Health Partners is a culture of collaboration and continuous improvement. We believe in investing in our people and providing opportunities for growth, ensuring that our employees feel valued and inspired to deliver their best. By joining Health Partners, you’ll become part of a dynamic team that’s passionate about driving positive change in the workplace and beyond.

If you’re ready to make a meaningful impact in the field of health and wellbeing, we’d love to hear from you. Together, we can build healthier futures.

Diversity & Inclusion Statement

Health Partners are a proud member of the Disability Confident employer scheme

Health Partners are extremely proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

We aim to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds.

Diversity and Inclusion forms an integral part of everything that we do, bringing together the best talent, helping people to realise their full potential by being yourself at work and delivering an outstanding service to everyone – regardless of difference.