[Hiring] Junior Customer Support Associate @Second Nature

Role Description

We’re hiring a Junior Customer Support Associate to join our Customer Support Team, helping to drive improved member outcomes and engagement across our programme.

You’ll be part of a proactive outbound calls team focused on connecting with members at meaningful moments throughout their health journey. From welcoming new members into the programme to checking in on progress such as weight readings, your role is to provide reassurance, encouragement, and practical support that helps people stay engaged and moving forward.

You’ll work with a diverse range of members referred to Second Nature through trusted healthcare partnerships with the NHS and Vitality. Every conversation is a chance to build rapport, listen carefully, and respond thoughtfully, helping members feel understood, supported, and confident as they work towards lasting, positive change.

Your responsibilities will include:

• Making outbound calls to onboard new members and introduce them to the programme
• Following up with members to collect weight readings and provide timely support at key milestones
• Helping members stay motivated, engaged, and informed throughout their health journey
• Providing clear guidance and empathetic support in a calm, professional manner
• Listening actively to understand member needs and tailoring conversations accordingly

Qualifications

• Passionate about health & wellbeing – You’re motivated by making a genuine, positive impact on people’s lives.
• Excellent phone communicator – You enjoy speaking with people and can navigate sensitive or personal conversations with warmth and confidence.
• Naturally curious conversationalist – You’re comfortable exploring topics thoughtfully, asking the right questions at the right time to better understand individual situations and needs.
• Target-driven & task-focused – You perform well in a fast-paced, structured environment and are motivated by achieving goals.
• Highly organised & detail-oriented – You take pride in accurate data entry and a considered, methodical approach to your work.
• Quick learner & adaptable – You pick up new processes quickly and respond positively to change.
• Positive and supportive team player – You bring energy, encouragement, and a collaborative mindset, contributing to a team culture where people support one another, share learning, and celebrate progress together.

Requirements

• Training split over two weeks
• Training will be delivered over a two-week period, allowing for a more gradual onboarding alongside your agreed working hours.
• You will be required to attend mandatory training from 09:00 - 13:00, Monday to Friday for the first 2 weeks of onboarding.

Benefits

• Contract: 6-month contract
• Location: Remote working – UK only
• Salary: £26,540 pro rata (£13,270.40 actual salary)
• Part-time hours (20 hours per week): 4 hours per day across any 5 days (Monday and Wednesday being mandatory working days)
• Working days: Monday – Saturday
• Working hours: Between 13:00 – 20:00 GMT (Monday-Friday) and 09:00-15:00 (Saturday)
• Flexibility: Ability to plan and set your work schedule up to two months in advance
• Working hours agreed based on your availability and business needs
• Mandatory availability: Mondays and Wednesdays