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For Companies At a Glance
- Tasks: Manage customer relationships and deliver exceptional support to families and carers.
- Company: Join one of Europe's fastest-growing tech scale-ups focused on elderly care.
- Benefits: Competitive salary, 25 days holiday, hybrid work, and personal development opportunities.
- Other info: Be part of a diverse team dedicated to changing the future of elderly care.
- Why this job: Make a real difference in people's lives while growing your career in a supportive environment.
- Qualifications: Experience in customer support, strong communication skills, and a proactive attitude.
The predicted salary is between 30000 - 40000 ÂŁ per year.
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 scaleâups? 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 closeâknit 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 fullâtime liveâin 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 'canâdo' 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.
What You'll Be Doing
- 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, complaints and escalations with empathy and efficiency
- Manage relevant case queues on Salesforce
- Promote customer and carer selfâserve 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 team's role and products related to the department function
Need To Have
- Previous experience in an account management, customer support or customer success role
- Highly organised with strong attention to detail
- Passion for delivering exceptional customer experience and longâterm relationship building
- Strong communication skills â both written and verbal
- A proactive, "canâdo" attitude and a customerâfirst mindset
- Understanding of the Customer Experience team performance and how this feeds into wider business priorities
- Confidence handling complaints and turning around challenging situations
Nice To Have
- Experience of working in the care sector
- Experience using Salesforce
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 rata)
- 6 weeks work from anywhere in the world
- Dental and health insurance
- Hybrid office (2 days per week in the office)
- Eâlearning 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
- Cycleâtoâwork scheme
- AND a genuine opportunity to be a very key part of a highâgrowth 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 fastestâgrowing scaleâups. 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.
Customer Experience Advisor in London employer: Elder
Contact Detail:
Elder Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Experience Advisor in London
â¨Tip Number 1
Get to know Elder and their mission inside out! When you understand what they stand for, you can tailor your conversations to show how your values align with theirs. This will make you stand out as a candidate who truly gets the company.
â¨Tip Number 2
Practice your communication skills! As a Customer Experience Advisor, you'll need to handle queries and complaints with empathy. Role-play scenarios with friends or family to build your confidence in turning challenging situations around.
â¨Tip Number 3
Show off your organisational skills! Prepare a portfolio of examples where you've successfully managed customer relationships or resolved issues. This will demonstrate your ability to drive customer satisfaction and retention effectively.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Elder team and contributing to their mission.
We think you need these skills to ace Customer Experience Advisor in London
Some tips for your application đŤĄ
Show Your Passion: When writing your application, let your passion for customer experience shine through. We want to see that you genuinely care about helping others and making a difference in their lives.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. Highlight your previous roles in customer support or account management to show us you're the right fit.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and focus on what makes you a great candidate for the Customer Experience Advisor role.
Apply Through Our Website: Donât forget to apply through our website! Itâs the best way for us to receive your application and ensures youâre considered for this exciting opportunity with Elder.
How to prepare for a job interview at Elder
â¨Know the Company Inside Out
Before your interview, take some time to research Elder and its mission. Understand their unique matching technology and how it impacts customer experience. This will not only show your genuine interest but also help you align your answers with their values.
â¨Showcase Your Customer-Centric Mindset
As a Customer Experience Advisor, your ability to empathise with customers is crucial. Prepare examples from your past experiences where you successfully handled complaints or improved customer satisfaction. Highlight your proactive approach and 'can-do' attitude.
â¨Familiarise Yourself with Salesforce
Since managing case queues on Salesforce is part of the role, brush up on your knowledge of the platform. If you have prior experience, be ready to discuss how you've used it to enhance customer interactions or streamline processes.
â¨Prepare Questions That Matter
Interviews are a two-way street! Think of insightful questions to ask about the team culture, growth opportunities, and how the Customer Experience team contributes to Elder's overall goals. This shows you're not just interested in the job, but in being part of the bigger picture.