Customer Success Executive - Glasgow, United Kingdom - Florence

Florence
Florence
Verified Company
Glasgow, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Weekend shift

available shifts -based in Glasgow office but could be remote intially.


8am to 8pm Saturday + Sunday or 8am to 5:30pm (Saturday) + Possibility of overtime
An exciting opportunity has arisen for Weekend only Customer Service professionals, a role that will come with full training.

Ideally you will have some customer service experience - this could be in any industry (hospitality / call centre / retail etc)as we will provide you with a great level of support and development, giving you all the tools needed to be successful in the post.

At Florence, we're on a mission to be the number one tech provider for social care staffing.

Our online marketplace helps care organisations fill rota gaps without the need for expensive recruitment agencies, and our training academy and rota software helpsusers improve their professional development, save time and work smarter.


Launched in 2017, we work with 90,000+ nurses, carers and support workers, and more than 600 care providers across the UK.

Nurses and carers have worked almost 1 million hours and earned more than £20million by booking shifts through Florence. We are a growingteam of 110+, founded and led by a former doctor-turned-entrepreneur.


This is a really exciting time to join Florence and be part of a tech startup that is filled with collaborative, passionate and driven people.

We are looking for an Out Of Hours representative to focus on maintaining and delivering an exceptional customerjourney to our existing Healthcare Professionals and Care Home Organisations.


RESPONSIBILITIES:

  • Answering a high volume on inbound calls from our Workers, Care Homes etc
  • Making a substantial amount of outbound calls according to the situation at hand to solve the problem
  • Ensuring that all last minute cancellations from our workers are dealt with in a timely manner and the Care Homes are informed
  • Navigating the platform to deal with any problems/issues that may need solving
  • Be proactive in communicating with our Care Homes if a shift on the platform has been re-filled/filled with a Nurse or Carer
  • Ensuring all important information is communicated to the right team
  • Understanding the different requirement of the Care Home groups we work with and ensure their requirements are adhered to
  • Deliver a high level of engaging customer service at all times

RESPONSIBILITIES:

  • Answering a high volume on inbound calls from our Workers, Care Homes etc
  • Making a substantial amount of outbound calls according to the situation at hand to solve the problem
  • Ensuring that all last minute cancellations from our workers are dealt with in a timely manner and the Care Homes are informed
  • Navigating the platform to deal with any problems/issues that may need solving
  • Be proactive in communicating with our Care Homes if a shift on the platform has been re-filled/filled with a Nurse or Carer
  • Ensuring all important information is communicated to the right team
  • Understanding the different requirement of the Care Home groups we work with and ensure their requirements are adhered to
  • Deliver a high level of engaging customer service at all times

Requirements:


  • Out of hours cover will be required from 8am-8:30pm Saturday and Sunday. There will also be one other person on during this time also, both of you will work collectively to cover our out of hours service.
  • Excellent communication skills (written and verbal)
  • Process driven and high attention to detail
  • Excellent organisational skills
  • Be able to prioritise and multitask in a fast paced environment
  • Be able to problem solve quickly and effectively
  • Previous customer success or software onboarding experience preferable
  • Excellent team player but able to work independently

Benefits:

Refer to Workers Agreement

Equal opportunities at Florence


We promote an environment for our staff and app users that welcomes people from all backgrounds, ethnicities, races, religions, genders, sexual identities, abilities, and personal circumstances, in a spirit of inclusivity and belonging.

We are proud to be an equal opportunities employer, and believe we find our strength in our diversity. If you require any accommodation to assist you in the interview process, please submit this with your enquiry.

We offer competitive salaries within a flexible, empathetic and highly collaborative working environment.

If you are motivated by the prospect of a career with a forward-thinking tech company committed to inclusion, we'd love to hear from you.

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