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.
About the role:
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
Need to have:
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
Nice to have:
Experience of working in the care sector
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 Remote
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
Not a morning person? Need to pick the kids up in the afternoon? We’ll help you figure out daily hours that work for you and the business. There are only set shifts for our frontline teams.
-
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, on Fridays, we keep the beer fridge full to get the weekend started.
-
Pay for new parents
Whether you or your partner is having a baby, or you have decided to adopt, we give new mums and dads 12 weeks of flexible parental cover 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.
-
Stock options
You do your share of the work, so it’s only right that you should get your share of the success. Everyone who works here gets the opportunity to own a stake in the company.
-
Inspiring learning and CSR
From guest speakers on LGBTQ initiatives and mental health to interactive workshops and weekly spotlights, we love to share knowledge, raise awareness and shake up unconscious bias.
-
Growth and personal development
You’ll have access to 100’s online courses via e-learning platforms, the chance to take part in our internal Mentoring Programme, 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.
Customer Experience Advisor
Loading application form
Already working at Elder?
Let’s recruit together and find your next colleague.