Customer Experience Advisor

August 24

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Elder

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Live-in care that connects you. The UK’s leading live-in care specialists, providing the alternative to the care home

Alternative To Care Home

51 - 200

💰 Series B on 2020-01

Description

• 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 on chat, phone, and email • 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

Requirements

• A positive ‘can do’ attitude and role model to colleagues • Ability to manage multiple priorities, ad hoc requests and work to tight deadlines • Understanding of the Customer Experience team performance and how this feeds into wider business priorities • Passionate about delivering an exceptional customer experience and sets the example to the rest of the team • Communicate clearly and effectively with families, carers and colleagues • Experience of working in the care sector

Benefits

• Competitive Salary + Bonus Scheme • Stock Options • 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 • Macbook + any particular extras you require • Cycle-to-work scheme • Free drinks and snacks • Pay for new parents • Rollover holiday time • Pension scheme • Stock options • Inspiring learning and CSR • Growth and personal development • A jam-packed social calendar • Exclusive discounts • Referral scheme