Customer Experience Specialist

3 weeks ago

London, United Kingdom Good Life Sorted Full time

**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 customer-facing 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 self-motivated, with a positive 'can-do' attitude and a proactive and flexible approach
- Exceptional organisational and problem-solving 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 well-paid, 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.

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