Client Care Advisor in Aberdeen

To Apply: Please submit your CV to [email address], with a brief cover letter or email text. Applications via LinkedIn will not be monitored. If you have any questions about the role, you are welcome to send them to the same email address first.

Mission & Values

Our mission at Eden New Life is to provide fast, high-quality and convenient health and well-being advice - including safe and reliable access to hormones - to transgender, intersex and non-binary adults in the UK. We are a fully digital remote telemedicine service with no physical locations. We connect our clients to UK specialists via their smartphone or computer, who then follow a specialised treatment protocol designed by our experts. The values that guide us are:

• Client safety always comes first.
• We believe everyone deserves high-quality healthcare. We don’t engage in political or societal debates surrounding gender-affirming care.
• We are a clinically led, caring for-profit business.
• We help as many people as we can, within our treatment protocols, but we cannot help everybody.
• We foster a positive working culture and encourage open dialogue on any matter.

Role Description

This is a flexible part-time remote contract role. The ideal candidate is an experienced customer service professional who can monitor and answer a wide range of queries from prospective and established clients, by message or over short web video calls. This role would suit someone who wants additional part-time income while working from home, and has a suitably quiet and private workspace. The role is unlikely to develop to a full-time position.

Independent Contractor

While you set your own hours, our core requirement is 5 hours per weekday worked any time between 12.30 pm and 7 pm. This would ideally include between 12.30 and 2 pm daily, and one or two evening slots per week to match our clients’ availability. We won’t change the hourly requirement from week to week. When you are unavailable for work, say for a vacation, just give us suitable notice. You will need to demonstrate you hold private business insurance (as an administrator). Companies such as Hiscox offer this from around £15 p/m.

Rate

The hourly rate is £12.75-£16.75, depending on experience. All Eden team members also benefit from a free share options scheme, for which you become eligible after 6 months contracting.

Essential Qualifications & Skills

• Lived or professional experience / understanding of the health challenges faced by transgender, intersex and non-binary patients in the UK
• Experience in a customer or patient-facing role
• Excellent communication and interpersonal skills
• Confident managing multiple communication channels including hosting video calls with clients
• Accurate, reliable and with good attention to detail
• Ability to work independently and remotely
• Good computer skills (confident working across multiple platforms such as Google Workspace, patient record systems, Zoom, Google Meet)

Equipment & Workspace

A free loan laptop and smartphone will be provided. You must provide a reliable and consistent internet connection (minimum 35–70 Mbps download and 10–20 Mbps upload). We will test your connection from time to time to ensure it meets these requirements. A key part of this role is receiving incoming calls and carrying out video calls with potential and existing clients to answer service questions and to also help them prepare to use Zoom or similar technologies when speaking with our specialists. With this in mind, you must have a quiet and private work location so to be able to present yourself and Eden in a professional manner. For insurance purposes, you must carry out this work from the UK (non-negotiable).

Eden Working Principles

• We always treat clients professionally and with kindness and respect, in both internal and external communication
• We take the greatest care with client data and confidentiality. We don’t discuss any client or work issue outside of Eden
• We identify ourselves and take ownership of communications and problems
• There is no sales aspect to our work, but we take pride in our service and do all we can to make sure that clients understand the benefits of our care
• We recognise that some clients may come to us upset and frustrated due to poor service they’ve experienced elsewhere, and we always respond with care and compassion
• We always leave the door open to anyone that may wish to leave the service (within sensible clinical guidelines).

Diversity

We cultivate a culture of inclusion for all team members that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team. We actively seek team members from the transgender, intersex and non-binary communities in order to best serve our clients.