Customer Support Agent - Contract Role

Job description

Who are Testing for All?

It would be hard to find anybody in the UK whose life has not been impacted in some way by the advent of COVID-19. We all wake up each morning to the reality of living in a restricted society. We refer to this as “the new normal”, but is this really the world we want to co-exist in? We believe testing is the fastest way to return to “true” normal.

Testing for All is a small team but collectively we have big goals! We are a not-for-profit and our aim to make COVID-19 testing accessible and affordable in the UK to anyone who needs it. We have built a logistics network that enables us to deliver high-quality tests to the public at reasonable, transparent prices, so customers can get the peace of mind they need. Our main goals are to:

  • broaden the availability of affordable testing,
  • increase capacity by utilising parts of the supply chain not currently deployed to testing, and
  • harness private sector ingenuity in fighting COVID-19.

The team at Testing for all will celebrate success when we achieved the following key milestones:

  1. testing 10,000+ people per day,
  2. making a material impact on the transmission rate of COVID-19, and
  3. to over time reduce the need for social distancing.

Job requirements

Key Responsibilities

As the number of customers we serve on a daily basis grows, so does the need to deal with incoming customer queries. Whilst we always strive to provide a glitch-free service the first time round, inevitably some challenges do occur and we need to resolve these quickly, effectively, and with a positive attitude. As you can see from our TrustPilot profile, our current team is doing a brilliant job, but as demand for our services increases so will our workload.

We are looking for a Customer Support Agent who will join our small Support team and help manage incoming customer queries. You will be responsible for managing incoming tickets and calls through our customer support portal Zendesk, and working with the wider team and tech support to resolve these. This role will heavily involve resolving customer contact via email, telephone, and live chat as well as the occasional 1 way video call hosted via zoom. We are very occasionally required to handle calls from customers that are frustrated or wish to complain and therefore require all Customer Support Agents to attempt to resolve complaints on first contact without the need to escalate these calls further where possible.

IMPORTANT - This is a contractor role, which means you will have to be self-employed and able to invoices us for hours worked each week.  We are looking for people who can start immediately and are able to work at least 30 hours per week.   

We provide the following support hours:

Monday - Friday:  09:00 - 18:00

Saturday: 09:00 - 18:00

Sunday: 09:00 - 17:00

Key Skills & Attributes

Necessary for the role:

  • You believe in our cause and want to help in the fight against COVID-19

  • You will be a self-starter and able to absorb new information quickly

  • You will have great communication skills and be able to interact with members of the public

  • You will be patient and resilient - sometimes the job can be tough so celebrate the wins and don’t let difficult cases get you down

  • You will have a sympathetic manner and show empathy towards customers’ situations

  • You will be highly organised and able to keep track of a number of different priorities at once

  • You will be detail orientated and actively seek to provide the absolute best service to our customers


  • You will be an experienced Customer Services, or Contact Centre professional

  • You will be self-motivated but with a keen desire to achieve targets and KPI’s

  • You will be tech literate (and as a bonus have experience in Google for Business and Zendesk)

  • You may have previous experience working as a contractor and have experience in submitting your own invoices. If you do not have this experience we will offer you full training and support with this transition