Customer Experience Advisor

London / HybridHybridmid

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

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,

Requirements Summary

As a Customer Experience Advisor, you are the face of Elder. Working alongside our Senior Account Executives,

Technical Tools

Customer SuccessCustomer Experience

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

~1 min read

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.

Responsibilities

~1 min read

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Own and manage a portfolio of families, driving both customer satisfaction and retention
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Proactively identify risks and take action to improve customer outcomes
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Handle customer and carer queries, complaints and escalations with empathy and efficiency
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Management of relevant case queues on Salesforce
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Promote customer and carer self-serve tools via customer and carer education and modelling use
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Model behaviours in line with Elder’s values and organisational culture
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Work collaboratively with other parts of the business to deliver on Elder’s wider goals
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Follow all Elder processes, including those related to HR, safeguarding and finance
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Contribute feedback to enable the continuous improvement of the CX teams role and products related to the department function

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

What We Offer

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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