Customer Experience Advisor

Customer Experience Advisor Customer Experience Advisor About us: Are you looking to join a talented, diverse team focused on a life-changing mission at one of Europe’s fastest-growing tech scale-ups? If yes, then you are in the right place! We’re one of the UK’s leading tech companies and have joined FutureFifty 8.0 and been named as one of the Top 50 Startups to work for in 2020 At Elder, our people aren’t just part of a team, they’re part of something bigger. We are a close-knit group on a mission to fundamentally change what it means to grow old. That starts by helping people live a healthier and happier life in their own homes, with the support of a full-time live-in carer. Our unique matching technology pairs those in need with their ideal carer, based on individual requirements and personality. About the role: As a Customer Experience Advisor, you are the face of Elder. Working alongside our Senior Account Executives, you will be responsible for managing multiple channel contacts to deliver an exceptional customer experience to families and carers. You will be part of a dynamic team, meaning you must have a positive ‘can-do’ attitude and role model organisational culture and values. As part of this role, you may be required to work the occasional weekend day and Bank Holiday. What you'll be doing: 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 and carer 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 related to the department function Need to have: Previous experience in a 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 A proactive, “can-do” attitude and a customer first mindset Understanding of the Customer Experience team performance and how this feeds into wider business priorities Confidence handling complaints and turning around challenging situations Nice to have: Experience of working in the care sector Experience using SalesForce Benefits We’re a service business, and we know that without the best people, we cannot build the best company, which is why we treat our team very well. We can offer: Competitive Salary + Bonus Scheme 25 days holiday + bank holidays + (1 extra day of holiday per year worked for first 5 years) (pro rota) 6 weeks work from anywhere in the world Dental and health insurance Hybrid office (2 days per week in the office) E-learning platform (Udemy) Sponsored quarterly team and company socials Mentoring and coaching programmes to help you achieve your personal and career goals Macbook + any particular extras you require Cycle-to-work scheme AND a genuine opportunity to be a very key part of a high-growth business Do something you genuinely care about. Join a diverse team of skilled, passionate, and progressive people who like to get on with each other. Work at one of Europe’s fastest-growing scale-up. Apply today. Elderly care represents one of society’s greatest challenges. Are you ready to be part of the solution? Apply today. Elder recruits, employs, trains, compensates, and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status. We ask for candidates to have the "right to work" in the UK to apply for this job. Department Customer Experience Locations London Remote status Hybrid London Our Perks & Benefits Getting set up You’ll get your very own Mac, and if working from home, we can do a quick assessment to ensure you have everything you need - from screens and keyboards to a comfy office chair. Hybrid working At Elder, you can split your time between working remotely and from our HQ, and you can even work abroad for up to 30 days a year. Flexible working hours We understand flexibility means a lot to people, and we'll always try to work with you where we can Supporting your wellbeing You’ll have access to free individual therapy and mental health support sessions via Vitality, and the chance to keep fit and beat the commuter crowds with our cycle to work scheme. Free drinks and snacks We stock our kitchen with plenty of fruit and have unlimited tea, coffee and soft drinks to fuel you up for the day. Plus, we keep the beer fridge full for you to enjoy a drink at the end of a busy day at HQ. Pay for new parents Whether you or your partner is having a baby, or you have decided to adopt, we give new mums an enhanced 12 weeks full maternity pay and dads 4 weeks at full pay. Rollover holiday time We all need a good break, so with Elder you’ll get 25 days off a year, plus bank holidays. If you don’t use them all up, you can carry some over to the next year too. Pension scheme Working in the care sector means we know the importance of getting our finances in shape for when we’re older. It’s why we help contribute towards your pension. Growth and personal development You’ll have access to your own personal annual L&D budget, as well as daily opportunities to learn about real-life business in a disruptive scale-up, and grow and contribute beyond your role. A jam-packed social calendar Whether it’s down the pub after work, at your team’s sponsored quarterly social, or at an annual offsite Elder party, you’ll really get to know everyone at the company. Exclusive discounts From coffee and cinema tickets to phone contracts and Apple gadgets, our Perkbox discounts can help to make your money go a bit further. Cycle-to-work scheme With a fully-flexible cycle-to- work scheme, you can avoid being squashed onto the tube and get the bike you want from the shop you want. For a leaner, greener way to work. Referral scheme Know someone who would be a brilliant fit here at Elder? As an Elder employee, you can earn bonuses each time you successfully refer a new member of the team. Workplace Culture & Diversity A vibrant community with care at its heart. Our people aren’t just part of a team, they’re part of something bigger. We’re a close-knit group on a mission to reinvent what it means to age. Elder is built around the idea that everyone should keep control, choice and independence throughout their lives. This doesn’t just apply to our customers, but to everyone who works with us too. We’re big believers in giving everyone the space, and the support they need to run with their own ideas, and ultimately shine. It’s something that’s helped us to evolve a positive and welcoming too. Whether it’s through our weekly company catch-ups, team spotlights, or our social events, bringing people together allows us to celebrate different perspectives, experiences and talents – ensuring everyone feels like a true part of the team.