Week-End Customer Experience Advisor - 30 hours a week - 1 year FTC

About us

Are you looking to join a talented, hardworking, diverse team, focused on a life-changing mission, at one of Europe’s fastest-growing tech startups? If yes, then you are in the right place!

We’ve been fortunate to receive awards including the Sunday Times TechTrack fastest growing UK companies, Deloitte Fast50 and Care Company of the Year at the HealthInvestor 2022 Awards while also covered by the BBC, Financial Times and Guardian.

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 as part of a small but mighty cross-functional Week-end Team, you will be responsible for managing multiple channel contacts to deliver an exceptional customer experience to families and carers. It is essential to have a positive ‘can-do’ attitude and role model organisational culture and values.

This role will be fully remote and cover four days a week - Friday & Monday 9am-6pm and  Saturday and Sunday 9 am-5 pm. As part of your onboarding, you will need to be able to work full-time Mon-Fri for three/four weeks full time.

This is a 12-month fixed term contract, starting on 2nd May 2025, with potential to become permanent, pending business and individual performance.

What you will do: 

• Deliver an exceptional customer experience and consistently achieve and exceed KPIs
• Resolve customer complaints in a positive and proactive manner
• Respond to customer and carer queries on chat, phone, and email
• Management of relevant case queues on Salesforce
• Promote customer and carer self-serve tools via customer and carer education and modelling us
• 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

You must have:

- A positive ‘can do’ and resilient attitude 

- Ability to manage multiple priorities, ad hoc requests and work to tight deadlines

- Understanding of the Customer Experience team performance and how this feeds into wider business priorities

- Passionate about delivering an exceptional customer experience and sets the example to the rest of the team

- Communicate clearly and effectively with families, carers and colleagues

Nice to have:
Experience of working in the care sector

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)

- Private Dental, Optical  and health insurance

- Annual Training Allowance 

-  Fully Remote

- Sponsored quarterly team and company socials

- Mentoring and coaching to help you achieve your personal and career goals

- Macbook + any particular extras you require

Why Elder

Be part of a mission-driven company making real impact

Own significant projects from day one

Work with a supportive, ambitious team

Career growth opportunities as we expand

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 as we cannot sponsor work permits for this job.