Customer Experience Advisor

Elder; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Bonus scheme

Hybrid office

Dental insurance

Health insurance

MacBook provided

Cycle-to-work

Work from anywhere 6 weeks

Job summary

Elder is seeking a Customer Experience Advisor to act as the face of our fast-growing care tech platform. You will manage a portfolio of families and carers, resolve queries with empathy, and drive customer satisfaction and retention across multiple channels.

Working with Senior Account Executives, you’ll promote self-serve tools, handle escalations, and contribute to continuous CX improvements while upholding Elder’s values. Hybrid office, some weekend shifts.

Qualifications

• Previous experience in an 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.

Responsibilities

• 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 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.

Skills

Account management

Customer support

Customer success

Highly organised

Strong communication

Proactive attitude

Customer-first mindset

Team collaboration

Problem solving

Tools

Salesforce

Job description

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

• 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.