Customer Services Executive NEW

Camberley, Surrey
Memiah Limited
Your new company

We are Happiful. Empathetic and hardworking, we are change-makers who are passionate about creating a happier, healthier society. We run a leading network of wellness platforms, including Counselling Directory, Hypnotherapy Directory, Nutritionist Resource, Therapy Directory, Life Coach Director, connecting people with trusted professionals who can support their wellbeing. With over 31,000 verified practitioners across our directories, we take pride in delivering exceptional customer support, empowering our members to focus on helping others.

In addition to this, we have our Happiful website that brings together our products, the directories, our free online magazine and our app to help people get the support and information they need. To date, we’ve handled more than 10 million member engagements across all of our platforms.

We’re proud to be a certified B Corporation, meeting the highest standards of social and environmental impact. We’re also proud of the outstanding service we provide across all our platforms.

Your new role

We’re looking for an organised, proactive and confident Customer Service Executive to join our high-performing Membership Services team.

This role is specifically focused on supporting the wellness professionals listed on our five directories: Counselling Directory, Hypnotherapy Directory, Nutritionist Resource, Therapy Directory, and Life Coach Directory. You’ll be at the heart of ensuring our members have everything they need to connect with people looking for help.

This position is demanding and fast-paced, where the majority of your work will be carried out online, using a range of digital tools and communication platforms. This is a computer-based role, with communications taking place over phone, email, and our in-house systems. So we’re looking for someone who’s confident navigating tech systems and thrives in a digitally driven environment.

This is a busy but rewarding role in an energetic and ever-evolving environment, where you’ll be working with like-minded individuals who treat every customer with kindness and empathy. We value enthusiastic and confident individuals who can collaborate closely with the team, but manage their own workload with minimal supervision. In return, we offer an appealing package and a working environment where you can genuinely feel as though you’ve made a difference every day.

Day to day

As part of our close-knit Membership Services team, your day will be full of variety, collaboration, and meaningful interactions with our members. You’ll be:

• Reviewing and approving applications in line with our verification policies, helping professionals join our growing community.
• Engaging with members via email and phone, providing friendly, knowledgeable support – from application updates to payment queries and everything in between.
• Offering personalised advice, including marketing tips, technical guidance, and walkthroughs to help members optimise their profiles and grow their impact.
• Handling customer feedback and complaints with care and empathy, working with internal teams to reach timely, fair resolutions and continuously improve the member experience.
• Monitoring and reviewing profile changes, ensuring compliance with our policies and taking appropriate action when needed.
• Championing the voice of the customer, sharing insights, trends, and feedback with the wider business.
• Collaborating closely with your teammates, sharing knowledge, celebrating wins, and taking turns as Team Ambassador by leading monthly catch-ups and helping drive team goals.
• Upholding key policies such as GDPR and internal standards to keep member data and trust protected.

We focus on quality over quantity, and every single interaction with a customer counts, which is why we’ve won no less than four NiceReply awards for Customer Satisfaction.

Working Hours & Location

• This is a full-time, permanent role offering hybrid working. You’ll typically split your time between working from home and working in our modern office at Watchmoor Park in Camberley, Surrey.
• We operate a 34-hour working week, Monday to Friday, with flexibility around start and finish times. We encourage taking a full one-hour lunch break each day, as we believe it’s important to pause, recharge, and return energised.
• You will be expected to work from the office at least one to two days per week, and must be flexible to increase this based on business needs.
• Applicants must be based within a reasonable commuting distance of our Camberley office and have a safe and suitable home working setup in place.

What we’re looking for

• Proven experience in a non-scripted, telephone-based support role, ideally within a health-focused environment, where you independently managed your own customer satisfaction, resolution targets, and workload.
• Excellent written communication, particularly in composing bespoke, helpful emails.
• Highly organised, efficient, and comfortable managing multiple tasks and priorities at the same time to ensure we meet our SLAs and KPIs.
• Ability to stay calm, professional, and empathetic during complex or pressured scenarios.
• Confident, articulate and friendly phone manner, with the ability to match your tone to each client’s needs.
• Strong problem-solving skills, with proven experience resolving complaints and handling sensitive situations through effective negotiation.
• Able to absorb and process large amounts of information quickly, making confident and proactive decisions even in high-pressure situations.
• Keeps calm under pressure, actively listens, reasons effectively, and tailors communication with empathy and positivity for each client.
• Excellent attention to detail, ensuring accuracy and consistency in all communications and administrative tasks.
• A proactive attitude with a genuine willingness to go the extra mile for both customers and colleagues, always showing empathy and respect.
• Proficient with CRM / customer databases and data management.
• An independent, proactive, can-do work ethic, always striving for the very best for our members and our business.
• An awareness of SEO, marketing, and our professions (e.g. counselling, nutrition etc) would be advantageous.
• Some experience in team motivation, leadership, project management or similar.

What you’ll get in return

• 34-hour working week with flexible start and finish times.
• Competitive basic salary starting at £26,500 to £29,000 per annum, depending on relevant experience and qualifications.
• Hybrid working at least 1 day per week with a modern Camberley HQ.
• Access to initiatives that support mental well-being, including Wellness Ambassadors, therapy access, and dedicated mental health resources.
• Vitality Health Insurance.
• 32 days holiday entitlement including UK public/bank holidays and end-of-year office closure (increasing annually to a maximum of 38 days).
• We will also provide up to 5% employer’s pension contribution.
• Opportunity to be considered for our discretionary bi-annual company bonus scheme.
• 2 volunteering days per year, with a supporting community focus and a charity allowance (to be donated to the charity(s) of your choice)
• A genuinely rewarding role helping others thrive.
• We are a company that recognises your achievements and celebrates milestones, offering multiple company social events throughout the year, including trips away with our families!

By submitting your application to this opening, you agree to our privacy policy.

Happiful is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Happiful is a trading name of Memiah Limited.