Overview
Customer Experience Advisor at Elder. You will be the face of Elder, working with Senior Account Executives to manage multiple channel contacts and deliver an exceptional customer experience to families and carers. You may be required to work occasional weekends and Bank Holidays.
Responsibilities
Own and manage a portfolio of families, driving 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 self-serve tools to customers and carers through education and modelling use.
Model behaviours in line with Elder’s values and organisational culture.
Collaborate with other parts of the business to deliver Elder’s wider goals.
Follow all Elder processes, including those related to HR, safeguarding and finance.
Contribute feedback to enable continuous improvement of the CX team’s role and related products.
Qualifications
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 how the Customer Experience team performance 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
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 and any additional equipment you require.
Cycle-to-work scheme.
Opportunity to be a 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.
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