Part-time Weekend Customer Experience Advisor

Elder; London; Remote; GBP 20,000 - 30,000; Part time

Job summary

Elder is seeking a Part-time Weekend Customer Experience Advisor to join their remote team. This role involves delivering exceptional service to families and carers, managing multiple communication channels, and aligning with the company's values. With a focus on customer satisfaction, the position offers a competitive salary and benefits, including remote working and opportunities for career growth.

Benefits

Competitive salary + bonus scheme

25 days holiday + bank holidays + additional days for longevity

Private dental, optical, and health insurance

Annual training allowance

Fully remote working environment

Quarterly team and company socials

Mentoring and coaching opportunities

Provided MacBook and necessary extras

Qualifications

• Positive, resilient attitude required.
• Ability to manage multiple priorities under tight deadlines.
• Understanding of customer experience performance metrics.

Responsibilities

• Deliver exceptional customer service and exceed KPIs.
• Proactively resolve customer complaints.
• Respond to queries via chat, phone, and email.

Skills

Customer service

Communication

Resilience

Time management

Tools

Salesforce

Job description

Join to apply for the Part-time Weekend Customer Experience Advisor FTC role at Elder.

About Elder

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 will be the face of Elder. Working as part of a small but dedicated cross-functional weekend team, you will manage multiple channels to deliver an exceptional experience to families and carers. A positive, 'can-do' attitude and alignment with our organisational values are essential.

This role is fully remote, covering four days a week - Friday & Monday from 9am-6pm, and Saturday & Sunday from 9am-5pm. During onboarding, full-time availability Mon-Fri for three to four weeks is required.

This is a 9-month fixed-term contract starting August 2025, with potential for permanence based on performance.

Key Responsibilities:

• Deliver exceptional customer service, achieving and exceeding KPIs
• Proactively resolve customer complaints
• Respond to queries via chat, phone, and email
• Manage case queues on Salesforce
• Promote self-serve tools through education
• Model Elder’s values and organisational culture
• Collaborate across teams to meet company goals
• Follow company processes related to HR, safeguarding, and finance
• Provide feedback for continuous improvement

Minimum Requirements:

• A positive, resilient attitude
• Ability to manage multiple priorities and work under tight deadlines
• Understanding of customer experience performance metrics
• Passion for delivering outstanding customer service
• Effective communication skills with families, carers, and colleagues

Preferred:

• Experience in the care sector

Benefits:

• Competitive salary + bonus scheme
• 25 days holiday + bank holidays + additional days for longevity (pro-rata)
• Private dental, optical, and health insurance
• Annual training allowance
• Fully remote working environment
• Quarterly team and company socials
• Mentoring and coaching opportunities
• Provided MacBook and necessary extras

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

We are an equal opportunity employer. Candidates must have the right to work in the UK as we do not sponsor work permits.