About us

Unique: IQ are a forward-thinking, innovative software systems provider working predominately in the care sector.

At the heart of everything we do is our customers and providing systems and service to ensure they are able to provide the highest level of care to their clients.

Based at our prestigious offices in Sambourne, Redditch with a backdrop of rolling countryside, we are an ambitious and rapidly expanding team who love innovating and making people’s lives easier with technology.

We are now looking for an experienced Customer Support Executive to join our Operations Team to assist in providing outstanding customer service to our portfolio of clients.

Who are we looking for?

  • A customer centric cultivator of relationships
  • High level of technical knowhow within a SaaS environment
  • Detail orientated with an analytical brain
  • “Can-do” attitude and willingness to learn
  • Confident decision maker 
  • A passion for providing award-winning customer service

Job Description

  • Act as first-line support to clients responding to e-mail and telephone requests and record all issues or queries via our CRM System
  • Ensure that our CRM system is updated with all client contacts and records are accurately maintained
  • Liaise with clients to recreate issues, solve issues if possible or provide concise details to the technical team for further analysis and resolution
  • Use deductive problem-solving skills to investigate and solve a broad range of support questions
  • Ensure that we adhere to Service Level Agreements (SLAs) in response to client issues or raised queries
  • Highlight any urgent or critical issues / queries to the Operation’s Director for swift follow up and resolution
  • Liaise with the technical team to communicate bug fixes and feature requests via ‘Jira’ ensuring that issues are given the appropriate priority level in line with SLA’s 
  • Actively participate in group discussions around product development / feature sets
  • Update and create online knowledge base articles to reduce support requests and ensure these are kept updated as new features are added to the system
  • Help test fixes provided by the technical team and incorporate them into future releases
  • Work closely with development to ensure that the software is more intuitive, easier to deploy, and easier to support
  • Stay current with system information, changes, and updates
  • Provide engaging remote training sessions to our existing clients on our software and demonstrate value to their business
  • Attending exhibitions and roadshows where appropriate and having the confidence to speak to prospective customers about the value our systems can provide
  • Provide consultancy to our existing clients on new features and how they can contribute to helping them provide better care


  • At least 3 years in a technical customer support role within a SaaS environment (Essential)
  • Attention to detail (Essential)
  • Good communication skills and administrative follow up (Required)
  • Ability to multi-task (Required)
  • Interest in IT and new technologies (Essential)
  • Problem-solving and analytical skills (Essential)
  • Experience in the care sector (Desirable)


  • Competitive Salary
  • Ongoing professional and personal development opportunities
  • Supportive and inclusive company culture
  • Opportunity to make a meaningful impact in the care sector
  • We do not believe that anyone should work on their birthday, so have the day off on us!  It it falls on a weekend, then take this whenever suits within that month period!
  • Perkbox – an employee benefit, perk, and wellness platform
  • Employee of the month as voted for by your peers, which includes a personalised gift based on what you enjoy most!

Application Process

To apply for this position, please submit your CV and cover letter outlining your relevant experience and why you feel you are a strong fit for this role.  

Apply here: Unique IQ Ltd Customer Support Executive | SmartRecruiters