At a Glance
- Tasks: Manage customer relationships and deliver exceptional support to families and carers.
- Company: Join one of the UK's fastest-growing tech scale-ups with a life-changing mission.
- Benefits: Competitive salary, bonus scheme, 25 days holiday, and hybrid work options.
- Other info: Opportunity for personal growth and career development in a supportive environment.
- Why this job: Be part of a dynamic team making a real difference in people's lives.
- Qualifications: Experience in customer support, strong communication skills, and a proactive attitude.
The predicted salary is between 30000 - 40000 £ 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 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: 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.
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
- Management of relevant case queues on Salesforce
- Promote customer and carer self‑serve 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 teams 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 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
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 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
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 London employer: Meeveem Limited
Elder is an exceptional employer that prioritises the well-being and growth of its team members, offering a competitive salary, generous holiday allowance, and unique benefits such as the opportunity to work from anywhere in the world for six weeks. With a strong focus on employee development through mentoring and e-learning platforms, Elder fosters a collaborative and inclusive work culture where every individual plays a vital role in transforming the care industry. Join us in London and be part of a mission-driven team dedicated to making a meaningful impact in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Meeveem Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Meeveem Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Advisor London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Meeveem Limited:Your cover letter is your chance to shine! Tell us why you want to work at Meeveem Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Meeveem Limited!
How to prepare for a job interview at Meeveem Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
