Part-time Weekend Customer Experience Advisor Customer Experience · London ·

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

Job summary

Elder HQ is seeking a Part-time Weekend Customer Experience Advisor to join their remote team. This role involves managing customer interactions, resolving complaints, and promoting self-serve tools, all while embodying the company's values. Ideal candidates will have a positive attitude and strong communication skills, contributing to a mission-driven company making a real impact.

Benefits

Competitive salary + bonus scheme

25 days holiday + bank holidays

Private dental, optical, and health insurance

Annual training allowance

Fully remote working

Mentoring and coaching for development

MacBook and additional equipment

Qualifications

• Experience in customer service preferred.
• Understanding of customer experience impact on business priorities.

Responsibilities

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

Skills

Positive attitude

Resilience

Clear communication

Ability to manage priorities

Job description

Part-time Weekend Customer Experience Advisor

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 & Sunday 9am-5pm. During onboarding, you will need to be able to work full-time Monday to Friday for the first three or four weeks.

What you will do:

• 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 via chat, phone, and email
• Manage relevant case queues on Salesforce
• Promote customer and carer self-serve tools through education and modelling
• Model behaviours aligned 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 role and products

You must have:

• A positive ‘can-do’ and resilient attitude
• Ability to manage multiple priorities, ad hoc requests, and tight deadlines
• Understanding of how the Customer Experience team’s performance impacts wider business priorities
• Passion for delivering an exceptional customer experience and setting an example for the team
• Clear and effective communication skills with families, carers, and colleagues

Nice to have:

• Experience working in the care sector

Benefits

We value our team highly 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 working
• 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 is an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, religion, colour, national origin, sex, disability, age, veteran status, or other protected characteristics. Candidates must have the right to work in the UK, as we cannot sponsor work permits for this role.