Customer Experience Specialist - London, United Kingdom - Good Life Sorted

Description

Make Someone's Day

Are you a well-organised and caring customer support agent looking for a fantastic opportunity to develop your career in a fast-growing social impact start-up? At Good Life Sorted we're professionalising home help for elderly people and are looking for a technically-literate Customer Experience Specialist with an excellent phone manner to match our fast-growing community of elderly customers to vetted Helpers in their area.

About Good Life Sorted

Key responsibilities

• Handle existing customer queries and ensure a smooth and positive experience throughout their journey, identifying ways to upsell and maximise value from the relationship.
• Manage your time and workload to achieve SLAs and deliver against a range of KPIs in line with company growth.
• Handle escalations and challenging situations in a calm and professional manner, including potential safeguarding or behavioural issues.
• Work with our community of Helpers booking first visits with local customers, answering queries and supporting them with difficult and complex cases which require empathy, tact and good judgement.
• Complete admin tasks with great attention to detail to ensure confidentiality and efficiency.
• Identify ways to improve and streamline processes using technology and data.

About you

• Relevant experience in a customerfacing role
• Confident phone manner, excellent listening skills and a strong empathy with older adults
• High emotional intelligence, ability to handle stressful situations calmly and with empathy
• Ability to take ownership of situations and manage them through to successful resolution, making good decisions using your knowledge and judgment
• Strong technical abilities, with the ability to embrace new software systems and processes
• Highly selfmotivated, with a positive 'cando' attitude and a proactive and flexible approach
• Exceptional organisational and problemsolving skills with a strong attention to detail
• Excellent written English
• A desire to take on a role with a social purpose that improves the lives of our elderly customers and creates wellpaid, rewarding and flexible work for our helpers.

Reporting to the Customer Experience Manager, this role is a key member of a fast-growing team.

You will have the opportunity to shape the role and grow your career at this exciting start-up which is revolutionising how we support elderly people to stay happy and independent in their homes.

This full-time role will be based at our London office (Chancery Lane). Hybrid working will be considered.