Customer Services Executive

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, and Life Coach Director. We connect 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.

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.

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 Nice Reply awards for Customer Satisfaction.

• 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…