Customer Service Associate

Job description

Ascenti helps to improve the lives of millions of people in the UK every year and is at the forefront of providing the best physiotherapy and mental health treatment to the nation.

The team is made up of 750 employees in total, with healthcare professionals working across the UK to treat thousands of patients every week. 150 staff are based at the Fareham office and work to support our nationwide network of clinicians, delivering the infrastructure and services needed to deliver a top-notch experience to customers.

Following a period of significant growth and with demand for Ascenti’s award-winning healthcare services continuing to increase, many of the Fareham based customer support teams are undergoing expansion and further investment - so it is an exciting time to join!

About the role

Working as part of the Customer Services Team, which is made up of around 20 people, you will play a rewarding role in shaping the overall experience of Ascenti’s customers.

You will have regular coaching and 121 support in your role and will enjoy working as part of a high energy team. Day-to-day to you will be using your excellent customer service and communication skills to connect people with appointments, information, and the medical treatment that they need, which will include:

• Handling incoming calls and enquires from our patients and customers.

• Updating details accordingly on Ascenti’s patient workflow system.

• Cancelling and rearranging appointments in line with company procedures.

• Listening to and responding to voicemails left by our patients and customers.

• Taking card payments from our clients over the telephone when necessary.

• Supporting with the management of our patient-facing inboxes.

• Working in compliance with appropriate company policies and procedures, including our Data Protection Policy.

Culture and benefits

In this role you will benefit from a competitive salary, 25 days of annual leave (+ bank holidays) and a great loyalty based benefits package, which includes Vitality at Work membership, enhanced family (mat & pat) leave, free and discounted healthcare services and many other perks and rewards.

Ascenti’s Customer Support Teams are committed to continuous learning and progression, meaning that there will also be ample support and coaching in your role, with opportunities for you to develop if you wish.

The goal is for Ascenti to be a workplace that creates a sense of belonging for everyone. This means that they actively work to promote equal opportunities across all that they do, including when recruiting new talent.


As a full-time Customer Services Associate your standard week is 37.5 hours, Monday – Friday, with a 30-minute lunch break. You will also work a 3-hour shift 1 in 4 Saturdays.

Ascenti are open to part-time and condensed hours working requests, and hours can be discussed to find a shift pattern that suits you and the business. If this is something that you are interested in, please get in touch or make a note on your application.

Apply today

Apply now
Fareham, United Kingdom Office-based / in-clinic
Role type:
Full time

Essential experience and skills

  • Good PC/keyboard skills
  • The ability to cope well under pressure and keep a cool head
  • An excellent telephone manner and very good attention to detail
  • A flexible approach with the ability to adapt quickly to meet the demands of a busy environment
  • Educated to GCSE level or with equivalent professional experience
Apply now


Not the right role for you, but interested in working with us?