Onboarding & Customer Care Assistant
6 months ago
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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