Part-time Weekend Customer Experience Advisor

Elder; London; Remote; GBP 25,000 - 35,000; Part time

Job summary

Elder is seeking a part-time Customer Experience Advisor to enhance customer interactions and support a dedicated team. This fully remote role requires a positive attitude and effective communication skills, with responsibilities including managing customer queries and promoting self-service tools. Join a mission-driven company making a real impact in the care industry.

Benefits

Salary + Bonus Scheme

25 days holiday + bank holidays + 1 extra day per year worked

Private dental, optical, and health insurance

Annual training allowance

Fully remote working environment

Quarterly team and company socials

Mentoring and coaching opportunities

Macbook and other equipment as needed

Qualifications

• Ability to manage multiple priorities and work under tight deadlines.
• Understanding of customer experience performance metrics.
• Experience in the care sector is a plus.

Responsibilities

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

Skills

Positive attitude

Resilience

Effective communication

Customer service passion

Job description

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Part-time Weekend Customer Experience Advisor FTC

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 manage multiple channel contacts to deliver an exceptional customer experience to families and carers. A positive ‘can-do’ attitude and role modeling our organizational culture and values are essential.

This role is fully remote, covering four days a week: Friday & Monday 9am-6pm, Saturday & Sunday 9am-5pm. During onboarding, you will need to work full-time Monday to Friday for three to four weeks.

This is a 9-month fixed-term contract starting August 2025, with the potential to become permanent based on performance.

Key Responsibilities

• Deliver exceptional customer experiences and achieve/exceed KPIs
• Resolve customer complaints proactively
• Respond to queries via chat, phone, and email
• Manage case queues on Salesforce
• Promote self-serve tools through customer and carer education
• Model Elder’s values and organizational culture
• Collaborate across teams to meet Elder’s goals
• Follow all processes related to HR, safeguarding, and finance
• Provide feedback for continuous improvement of CX services and products

Required Skills and Experience

• A positive, resilient ‘can-do’ attitude
• Ability to manage multiple priorities and work under tight deadlines
• Understanding of customer experience performance metrics and business impact
• Passion for delivering excellent customer service and leading by example
• Effective communication with families, carers, and colleagues

Nice to Have

• Experience in the care sector

Benefits

We value our team and offer competitive benefits including:

• Salary + Bonus Scheme
• 25 days holiday + bank holidays + 1 extra day per year worked (pro-rata)
• Private dental, optical, and health insurance
• Annual training allowance
• Fully remote working environment
• Quarterly team and company socials
• Mentoring and coaching opportunities
• Macbook and other equipment as needed

Why Join Elder

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

Elder is an equal opportunity employer. We recruit, employ, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, or other protected characteristics. Candidates must have the right to work in the UK; we do not sponsor work permits.