Customer Service Specialist

Elder HQ; England; Remote; GBP 60,000 - 80,000; Part time

Job summary

A dynamic scale-up in the care industry seeks a part-time Customer Experience Advisor. This fully remote role requires managing customer queries and promoting self-serve tools, making an impact on care for older adults. Join a supportive team on a 9-month fixed-term contract.

Benefits

Competitive salary + bonus scheme

25 days holiday + bank holidays

Private dental, optical, and health insurance

Annual training allowance

Fully remote work environment

Sponsored quarterly team socials

Mentoring and coaching

MacBook and required equipment

Qualifications

• Ability to manage multiple priorities and tight deadlines.
• Understanding of Customer Experience impact on wider business.
• Passion for delivering exceptional customer experiences.

Responsibilities

• Deliver exceptional customer experience and exceed KPIs.
• Resolve customer complaints proactively.
• Respond to queries via chat, phone, and email.

Skills

Positive attitude

Resilience

Effective communication

Time management

Job description

Part-time Weekend Customer Experience Advisor FTC

About us

Elder is a dynamic scale-up revolutionising the care industry by connecting older adults to self-employed carers through an innovative technology-driven introductory model. We are committed to using data-driven insights to continuously improve outcomes for our customers and carers.

About the role

As a Customer Experience Advisor, you are the face of Elder. Working as part of a small but mighty cross-functional Weekend Team, you will be responsible for managing multiple channel contacts to deliver an exceptional customer experience to families and carers. It is essential to have a positive ‘can-do’ attitude and role model organisational culture and values.

This role will be fully remote and cover four days a week - Friday & Monday 9am-6pm and Saturday and Sunday 9am-5pm. During onboarding, you will need to be able to work full-time Mon-Fri for three to four weeks.

This is a 9-month fixed-term contract, starting August 2025, with potential to become permanent, depending on business and individual performance.

What you will do:

• Deliver an exceptional customer experience and consistently achieve and exceed KPIs
• Resolve customer complaints proactively and positively
• Respond to customer and carer queries via chat, phone, and email
• Manage relevant case queues on Salesforce
• Promote customer and carer self-serve tools through education and modelling
• Model behaviours in line with Elder’s values and organisational culture
• Collaborate with other parts of the business to achieve Elder’s wider goals
• Follow all Elder processes, including those related to HR, safeguarding, and finance
• Provide feedback for continuous improvement of the CX team’s roles and products

You must have:

- A positive ‘can-do’ attitude and resilience

- Ability to manage multiple priorities and work to tight deadlines

- Understanding of how the Customer Experience team’s performance impacts wider business priorities

- Passion for delivering exceptional customer experiences and leading by example

- Clear and effective communication skills with families, carers, and colleagues

Nice to have:

Experience working in the care sector

Benefits

We value our team and offer:

• Competitive salary + bonus scheme
• 25 days holiday + bank holidays + 1 extra day per year worked for the first 5 years (pro-rata)
• Private dental, optical, and health insurance
• Annual training allowance
• Fully remote work environment
• Sponsored quarterly team and company socials
• Mentoring and coaching for personal and career development
• MacBook and any additional equipment you require

Why Elder

• Be part of a mission-driven company making a real impact
• Work with a supportive, ambitious team
• Opportunities for career growth as we expand

Elder recruits, employs, trains, compensates, and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected statuses. Candidates must have the "right to work" in the UK, as we cannot sponsor work permits.