Customer Experience Advisor

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.

About the role:

• Deliver an exceptional customer experience and consistently achieve and exceed KPIs

• Resolve customer complaints in a positive and proactive manner

• Respond to customer and carer queries on chat, phone, and email

• 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:

• A positive ‘can do’ attitude and role model to colleagues

• Ability to manage multiple priorities, ad hoc requests and work to tight deadlines

• Understanding of the Customer Experience team performance and how this feeds into wider business priorities

• Passionate about delivering an exceptional customer experience and sets the example to the rest of the team

• Communicate clearly and effectively with families, carers and colleagues

Nice to have:

• Experience of working in the care sector

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

• Stock Options (We are post-series B & backed by some of the best VCs in Europe.)

• 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.