SeniorFull TimeEN
Customer Experience Advisor
About us:
Are you looking to join a talented, diverse team focused on a life-changing mission at one of Europe’s fastest-growing tech scale-ups? If yes, then you are in the right place!
We’re one of the UK’s leading tech companies and have joined FutureFifty 8.0 and been named as one of the Top 50 Startups to work for in 2020
At Elder, our people aren’t just part of a team, they’re part of something bigger. We are a close-knit group on a mission to fundamentally change what it means to grow old.
That starts by helping people live a healthier and happier life in their own homes, with the support of a full-time live-in carer. Our unique matching technology pairs those in need with their ideal carer, based on individual requirements and personality.
About the role:
As a Customer Experience Advisor, you are the face of Elder. Working alongside our Senior Account Executives, you will be responsible for managing multiple channel contacts to deliver an exceptional customer experience to families and carers. You will be part of a dynamic team, meaning you must have a positive ‘can-do’ attitude and role model organisational culture and values. As part of this role, you may be required to work the occasional weekend day and Bank Holiday.
What you'll be doing:
Own and manage a portfolio of families, driving both customer satisfaction and retention
Proactively identify risks and take action to improve customer outcomes
Handle customer and carer queries, complaints and escalations with empathy and efficiency
Management of relevant case queues on Salesforce
Promote customer and carer self-serve tools via customer and carer education and modelling use
Model behaviours in line with Elder’s values and organisational culture
Work collaboratively with other parts of the business to deliver on Elder’s wider goals
Follow all Elder processes, including those related to HR, safeguarding and finance
Contribute feedback to enable the continuous improvement of the CX teams role and products related to the department function
Need to have:
Previous experience in a account management, customer support or customer success role
Highly organised with strong attention to detail
Passion for delivering exceptional customer experience and long-term relationship building
Strong communication skills - both written and verbal
A proactive, “can-do” attitude and a customer first mindset
Understanding of the Customer Experience team performance and how this feeds into wider business priorities
Confidence handling complaints and turning around challenging situations
Nice to have:
Experience of working in the care sector
Experience using SalesForce
Benefits
We’re a service business, and we know that without the best people, we cannot build the best company, which is why we treat our team very well. We can offer:
Competitive Salary + Bonus Scheme
25 days holiday + bank holidays + (1 extra day of holiday per year worked for first 5 years) (pro rota)
6 weeks work from anywhere in the world
Dental and health insurance
Hybrid office (2 days per week in the office)
E-learning platform (Udemy)
Sponsored quarterly team and company socials
Mentoring and coaching programmes to help you achieve your personal and career goals
Macbook + any particular extras you require
Cycle-to-work scheme
AND a genuine opportunity to be a very key part of a high-growth business
Do something you genuinely care about. Join a diverse team of skilled, passionate, and progressive people who like to get on with each other. Work at one of Europe’s fastest-growing scale-up. Apply today.
Elderly care represents one of society’s greatest challenges. Are you ready to be part of the solution? Apply today.
Elder recruits, employs, trains, compensates, and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status. We ask for candidates to have the "right to work" in the UK to apply for this job.
