Onboarding & Customer Care Assistant

5 months ago

Warwick, United Kingdom CARECITE Full time

Carecite are an innovative tech based solution that is revolutionising the U.K. care industry and are on the hunt for several on boarding and customer care assistants.

Due to rapid growth we require to recruit as soon as possible. It is anticipated that the role will commence as office based in our HQ in Warwick and will then transition into a Hybrid/Remote role so experience working in a similar manner would be preferred.

Role Purpose:
The Customer Care Department leads excellence through a smart customer journey.

The department delivers against a strategy aligned to organisational strategic

priorities, customer & team feedback, practices of competitors and analysis of

performance. Onboarding & Customer Care Assistants will work in accordance with

the Customer Care Strategy, customer care support channels, care provider and

care seeker onboarding processes, customer contact processes and governance

processes.

**Responsibilities**:

- Be an active member of the Customer Experience team onboarding Care

Seekers and Care Providers to Carecite’s platform, following clearly defined

processes and scripts where necessary.
- Undertake vetting of Care Providers prior to their acceptance onto Carecite’s

platform.
- Be the first point of contact for new Care Providers Care Seekers, offering a

proactive, helpful and compassionate service to first-time service users.
- Customer Care within our existing customer base ensuring satisfaction and

quality assurance in relation to our service.
- Actively support colleagues within the department to ensure best value is

offered to our customers.
- Working within the Customer Experience organisational structure.
- Working in accordance with Customer Care and Onboarding Plans.
- Demonstrate excellent customer service by championing Carecite’s culture

and system of values.
- Taking an active interest in skills training, career development and Quality

Assurance Audits with your colleagues.
- Follow training materials, manuals and refence guides and attend regular

training sessions to continually improve personal performance. Provide

feedback on training materials and delivery methods to your line manager.
- Effectively manage individual workload to reduce customer onboarding

timelines, whilst maintaining a quality onboarding and vetting process.
- Be involved in Carecite’s customer survey process using feedback tools such

as NPS in accordance with the customer survey schedule.
- Be part of a team piloting and launching new product features, actively

seeking Customer Feedback and sharing with your line manager.
- Seek customer feedback in relation to the needs of the current and potential

future customer base and share feedback appropriately.
- Follow relevant processes and policies as determined by your line manager.

Personal Accountabilities
- Personal Performance in relation to individual Care Provider & Care Seeker

onboarding targets.
- Adherence to Carecite’s policies and procedures.

**Salary**: £23,000.00-£30,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

**Experience**:

- Customer service: 1 year (preferred)
- customer care or on boarding: 1 year (preferred)

Ability to Commute:

- Warwick (required)

Work Location: In person

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