Remote CX Advisor — Transforming Families' Care Experience

Elder; Greater London; Híbrido; GBP 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Bonus scheme

Hybrid office

Dental insurance

Health insurance

MacBook provided

Cycle-to-work

Work from anywhere 6 weeks

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Account management

Customer support

Customer success

Highly organised

Strong communication

Proactive attitude

Customer-first mindset

Team collaboration

Problem solving

Herramientas

Salesforce

Descripción del empleo

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.