Customer Support

OVERVIEW

Tree View Designs is a leading provider of high-quality NHS GP practice websites and digital services. Due to continued growth, our support workload has increased significantly and we are now looking for a dedicated Customer Support team member to work alongside our Support Lead, Adrian. This is a full-time role focused entirely on supporting our customers through our help desk.

PLEASE READ THE ROLE CAREFULLY

Applicants must include a brief message explaining why they are suitable for this position.

ABOUT THE ROLE

This is an excellent opportunity to join our support team at a very exciting point in our company's development.

You will begin by working on our support desk each day, responding to customer requests and updating NHS GP practice websites. Our current support and CRM system is HubSpot, and you will be fully trained on how we manage all customer enquiries, updates and workflows within it.

However, over the next year Tree View Designs will be launching a completely redesigned, custom-built system including our own integrated CRM, Service Desk and new CMS. This new platform is being developed with modern technology, automation, and upcoming agentic AI capabilities.

It's an exciting opportunity to grow with the product and be part of something new as Tree View Designs enters the next stage of its evolution.

KEY RESPONSIBILITIES

• Manage and respond to customer support tickets via our current help desk and CRM system (HubSpot), working primarily through email.
• Make website updates and content changes for GP practices, ensuring accuracy and clarity.
• Maintain compliance with NHS GP Contract requirements and accessibility standards (WCAG).
• Complete annual website accessibility checks for our customers.
• Liaise professionally with NHS practice staff, understanding their needs and priorities.
• Work closely with Adrian and other team members to ensure timely completion of tickets.
• Handle priority and premium support requests with care and efficiency.
• Follow internal processes to ensure consistency, quality and high customer satisfaction.
• Train on and transition to our new custom-built CRM and Service Desk as it launches, working with the latest technology and tools as the company evolves.
• Participate in training for our new CMS as it rolls out, helping support internal adoption and customer onboarding.

DESIRED SKILLS AND EXPERIENCE

• Strong experience in email-based customer support or a similar role.
• Excellent written communication skills with a confident, professional tone.
• Ability to edit website content accurately and quickly.
• Basic HTML and CSS knowledge (helpful but not essential).
• Good understanding of website accessibility principles, or willingness to learn.
• Comfortable working independently, managing time and prioritising tasks.
• Able to pick up new systems and processes quickly.
• Experience with image editing tools and basic SEO understanding is a bonus.
• Knowledge of the NHS, particularly Primary Care, is highly beneficial, especially understanding GMS/PMS requirements and patient-facing information.

QUALITIES WE'RE LOOKING FOR

• Excellent customer service skills with a naturally friendly, positive and people-focused approach.
• Able to build strong, professional relationships with NHS practice staff and colleagues.
• Calm, supportive and patient communication style, especially when handling busy periods.
• Strong attention to detail and pride in delivering accurate, high-quality work.
• Conscientious, reliable and motivated to provide consistently great service.
• Well organised, able to prioritise workload, and comfortable working under pressure with a 3-hour SLA on support tickets.
• Proactive problem-solver with a positive, "can-do" attitude.
• Eager to learn new systems and technology as our new CMS, CRM and agentic AI tools are introduced.

WHO THIS ROLE IS IDEAL FOR

• Someone who enjoys helping people and takes pride in providing excellent customer service.
• Someone who is calm and clear when writing emails.
• Someone who prefers structured, process-driven work and enjoys problem-solving.
• Someone who wants to grow their skills in websites, accessibility, and the NHS digital landscape.
• Someone who wants stability, remote working, and a long-term role with progression.

BENEFITS

• Fully remote working.
• Christmas bonus (company-wide).
• Supportive, friendly and collaborative team environment.
• Opportunities to grow with the company as we expand our services and move into new markets.
• Flexible working within core hours (where possible).
• Paid training and development, including onboarding for our new CMS, CRM and AI-driven tools.
• Company-provided equipment.
• Regular wellbeing check-ins and supportive leadership.
• A clear, structured onboarding process and ongoing support from the team.

Job Types: Full-time, Permanent, Fixed term contract

Pay: From £24,500.00 per year

Work Location: Remote