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Elder career site
Customer Experience · London · Hybrid Remote

Head of Service

Head of Service

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.

We are actively seeking a Head of Service to lead, scale, and optimise the services we offer customers and carers on our platform. If this is a mission that excites you, we'd love to hear from you.

Who you are

You are a motivated, dynamic, proven Head of Service who will lead our Service Team (B2C) in delivering exceptional service and support to the customers and carers on our platform. You are a strong leader with high standards. You will play an integral role in ensuring customers and carers who use the Elder platform receive a seamless, positive experience, facilitating satisfaction, loyalty, and retention. You have a highly data-driven, customer-centric mindset and are committed to operational efficiency and delivering exceptional service in a high-growth and changeable environment. You will have proven commercial understanding and achievements from a professional Services and CX perspective.

ROLE & RESPONSIBILITIES

Team Leadership

  • Lead, manage, and coach a team of Customer Experience Associates, ensuring they provide exceptional customer service to all of the customers and carers on our platform.

  • Closely monitor and manage team and individual performance against SLAs and KPIs.

  • Foster a team culture of accountability, high standards, commercial achievement, continuous improvement, and customer-centricity.

  • Support team members by identifying training needs and upskilling opportunities.

  • Support team members as the point of escalation for complex customer and carer inquiries.

  • Act as a champion of change, guiding the team through transformation initiatives and ensuring effective communication, collaboration, and smooth transitions.

Support, Engagement, and Success

  • Ensure the Customer Experience Team delivers personalised, prompt, and empathetic service to customers and carers across all channels - successfully addressing complaints, queries, concerns, and product usage issues.

  • Ensure the customer journey and ‘moments that matter’ are met and the desired outcomes are achieved at each stage.

  • Develop and implement strategies to reduce response times, drive efficiency and time savings and ensure adherence to the outbound contact strategy.

  • Manage escalations, ensuring timely and professional resolution - prioritising the customer and carer experience.

Service Strategy & Optimisation

  • Oversee end-to-end service delivery, ensuring smooth and scalable operations that meet the needs of both customers and carers on our Platform with the goal of facilitating satisfaction, loyalty, utilisation (days of care), and retention.

  • Maintain and bring continued improvement to the customer health score design and implementation. Identify opportunities for service improvement within each cohort of customers.

  • Inform and deliver the overarching service strategy, ensuring alignment with company objectives and growth plans.

  • Review and identify tooling and tool processes that can improve team performance and customer service.

Data-Driven Performance Management

  • Development and analysis of team and individual key performance metrics (e.g. churn, NRR, CSAT, NPS, ART) to assess the effectiveness of the Customer Experience Team.

  • Ensure SLAs are appropriate to the desired level of service.

  • Utilise customer feedback and data to identify pain points and propose improvements.

  • Co-develop and deliver key reports, alongside data science, on team performance, customer satisfaction, and retention to identify emerging trends.

Cross-Functional Collaboration

  • Advocate as the voice of the customer and carer within Elder using insights to ensure pain points are adequately addressed to refine products and improve the service offering

  • Closely partner with Sales and Marketing to ensure the customer experience is cohesive and smooth from the point of lead through the customer lifecycle.

  • Work closely with finance to ensure all payment processes are adhered to, minimising the amount of unpaid debt/write-offs, whilst considering the customer experience.

What you bring

  • Energy, leadership, motivation, and bags of useful experience!

  • Outstanding people, team, and customer management experience

  • The desire to continually be looking for improvement and greater results

  • Substantial experience as a leader in a service-driven environment, preferably within a B2C-focused, tech-driven environment.

  • Demonstrated commercial awareness and experience in transformation and change management in dynamic environments.

  • Proven track record scaling high-performing teams.

  • Demonstrated expertise in using data and analytics to inform decision-making, driving operational improvements.

  • Deep understanding of B2C customer needs and service delivery.

  • Proficiency in customer support platforms (e.g., Salesforce, ZenDesk).

  • Excellent communication, problem-solving, and decision-making skills.

  • Strong leadership skills

  • Demonstrated experience establishing and analysing Customer Service KPI metrics

NICE TO HAVE

  • Experience in health tech or digital health

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 + Company Bonus

  • 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 working (2 days per week in our London 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.

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
Picture of Ray Baptiste
Contact Ray Baptiste Head of Talent Attraction – People

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 · London · Hybrid Remote

Head of Service

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