Customer Experience Advisor

🕒 March 19

🏢🏡 London – Hybrid

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Elder

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

⚕️ Healthcare Insurance

🌍 Social Impact

🧘 Wellness

💰 Series B on 2020-01

Healthcare Insurance • Social Impact • Wellness

Elder is a company dedicated to reinventing what it means to age, with a focus on providing care services that enhance control, choice, and independence for elderly individuals. They have developed the world's first carer matching system and have provided millions of hours of care to thousands of families. Elder aims to improve the later life experience for everyone and operates with a strong mission-driven culture. They seek to address the challenges faced by families caring for elderly loved ones by offering innovative solutions outside of traditional care homes. Led by CEO Pete Dowd, Elder emphasizes a supportive and diverse workplace where every team member's ideas matter and contribute to their goal of transforming elder care.

📋 Description

• 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

🎯 Requirements

• Previous experience in a 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

🏖️ Benefits

• 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