At a Glance
- Tasks: Guide caregivers through complex care journeys with empathy and expertise.
- Company: Join KareHero, a tech startup reshaping care navigation and support.
- Benefits: Salary up to £30k, hybrid work, and opportunities for personal growth.
- Other info: Flexible interview process accommodating diverse backgrounds and needs.
- Why this job: Make a real difference in caregivers' lives while developing your skills.
- Qualifications: Experience in customer-facing roles and strong communication skills required.
KareHero is building technology to reshape care navigation and support outcomes across healthcare and financial wellbeing. We are entering a critical phase of growth - evolving from a seed-stage, founder-led startup into a globally scalable business as we move towards Series A. Our front-line team, that speaks to unpaid carers every day, is growing!
As a Care Expert, you will be a trusted guide for caregivers navigating the complexities of the care journey. This role requires a blend of empathy, expertise, and problem-solving skills to provide clear, practical, and unbiased advice during some of life’s most difficult decisions.
You will independently manage a caseload, offering personalised action plans and hands-on support to caregivers facing complex care needs. After completing our comprehensive onboarding program through Kare Academy, you’ll be equipped with the knowledge and tools to make a meaningful impact on caregivers and their families.
Who you are:
- Has proven experience in customer-facing roles, ideally in healthcare, social care, or a fast-paced startup environment.
- Is highly empathetic and compassionate, with the ability to support caregivers in challenging circumstances.
- Excels in communication, with strong interpersonal and conflict-resolution skills.
- Thrives in a growing and evolving environment, demonstrating adaptability and a track record of success during times of change.
- Is comfortable using CRM and CX systems (e.g., HubSpot, Zendesk, Intercom) or learning new tools and technologies.
- Is eager to grow within an early-stage Care Team, developing expertise in care coordination, advocacy, and relationship management.
- Has knowledge of local authorities, social care structures, and/or working with vulnerable clients.
What the job involves:
- Handle inbound and outbound communications via phone, email, and digital channels to support users on the KareHero portal.
- Be a key contact for our users and support them through their care journey (e.g. conducting care searches, advising on funding and helping users to understand their entitlement to care-related benefits).
- Own the care recipient relationship. Proactively reach out to care recipients, their representatives, and carers to ensure the smooth running of our relationships.
- Conduct personalised, needs-based conversations to onboard new users and provide ongoing support.
- Encourage engagement and customer growth through proactive outreach initiatives that enhance user satisfaction.
- Maintain accurate records of client interactions, document actions taken, and ensure timely follow-ups.
- Monitor and ensure the quality of care for care recipients, as well as their general health and circumstances.
- Escalate issues to the clinical team when needed.
- Be the point of contact for queries and concerns from care recipients and their representatives, including the management and investigation of conflicts and incidents.
- Participate in regular training and audits to stay current on legislation, regulations, and best practices.
- Collaborate with the wider team to provide feedback, shape service delivery, and contribute to product improvements.
- Track and achieve all relevant key performance indicators (KPIs) for successful business operations, supporting the whole business to deliver its growth targets.
- Drive measurable success in user engagement, satisfaction, and positive outcomes for caregivers and their families.
- Develop an understanding of each care recipient’s situation, in order to deliver the optimum level of support.
- Identify the needs of each stakeholder involved in a care relationship and ensure each receives the highest standard of service.
Location: Hybrid, you will be required to work in the Old Street office at least 2 days per week.
Application Process:
- Screening call with Richa, our Talent & People Lead, to understand your motivation to join KareHero and tell you about us (30 mins).
- Take-home task to get an understanding of your skills - we do not expect you to spend any more than an hour on the task.
- Interview with Ling Chan (Ops Excellence Lead), the Hiring Manager, to discuss your completed exercise and assess job-related skills (1 hour).
- Final interview with Ling and another member from the senior leadership to assess the cultural competencies fit with KareHero (30 mins).
We welcome applications from all backgrounds and perspectives and we can offer interviews at times that suit you if you have caring responsibilities, or find it hard to take time off work. If you consider yourself to be disabled under the Equality Act 2010 and would like to discuss reasonable adjustments for any part of the interview process then please simply flag this within your application.
Care Expert in London employer: KareHero
KareHero is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary and generous benefits including 25 days of annual leave and up to 7 days of paid carer’s leave. Our hybrid work culture fosters collaboration and connection, with opportunities for meaningful impact in the adult social care sector, making it an ideal environment for those looking to thrive in a fast-paced, supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Care Expert in London
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at KareHero.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from KareHero!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like KareHero, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at KareHero or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to KareHero:Before hitting send, make sure to tailor your application specifically to KareHero! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at KareHero
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
