Customer Experience Executive - London, United Kingdom - Qured

Description

The Role:

As a Customer Experience Executive you will act as the face of the company and provide excellent service - to both B2B and B2C patients.

You will be responsible for conducting virtual testing with our patients, and acting as the initial point of contact for our customers.

You will also provide our patients with first class customer service, ensuring we put the patient at the centre of all we do.

The Role

• Guiding our patients through their virtual blood testing appointments
• Adapting your approach to each individual patient to ensure their unique needs are met
• Investigating and resolving customer complaints
• Escalating enquiries to the relevant team, when appropriate
• Logging any customer feedback to help the organisation improve its service to customers
• Upholding SLA's relating to your role these include response time, resolution time, as well as driving high customer satisfaction scores

About you:


Must Haves:

• Previous experience in a customer service role
• Excellent communication skills, both written and oral with a confident telephone manner
• Good attention to detail and accuracy in your work
• Patience and empathy when dealing with patients
• Good team player
• Ability to use your initiative to solve problems
• The ability to multitask and prioritise your time efficiently & effectively
• Willingness to support the wider Operations of the business where required
• You will have a home workspace with a clean, professional background that is free of disturbances

Benefits:

• Employee share option scheme
• Health Insurance and Qured health services
• Flexible working and home setup
• Breakfast, drinks, snacks and great coffee
• Biweekly team lunches and regular team socials
• Tech, Cycle to Work and EV Salary Sacrifice
• The afternoon off on your birthday

About us:


Company history
Founded in 2017, we're proud of our diverse and inclusive team and strong foundational culture.

First, we built a thriving private GP marketplace together, allowing people to easily access great care when and where they needed it.

Then we adapted rapidly during the pandemic, testing over a million people and contributing to the fight against Covid.

As well as making a huge social impact, we delivered consecutive 10x annual growth, exceptional commercial success and established ourselves as a trusted healthcare brand to major partners.

Now, we are creating the future of proactive, preventative healthcare.


Our product

We combine cutting-edge diagnostic technology with pain-free testing, empowering people to take control of their health, while putting the human experience at the heart of everything we do.

We use health data to create tailored testing plans, focusing on critical areas like early diagnosis of cancer and chronic conditions and fertility checks and it's all managed through our app.

This is just our first step in providing truly personalised pathways that enable people to live longer, healthier lives.


The future
We believe that positive change in healthcare is not only possible, but more necessary than ever. By delivering personalised care at scale, we can help create a sustainably healthy future for our society.