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Customer Operations Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom Florence Full time

About Florence

Florence is a pioneering company in the social care staffing industry, leveraging innovation and technology to revolutionize the way healthcare professionals and organizations interact. With a strong presence in the UK, we have empowered over 90,000 nurses, carers, and support workers, as well as 100,000 e-learners, and partnered with over 2000 care providers across the country.

Our Mission

We aim to provide a seamless experience for our healthcare professionals and organizations, facilitating over 1 million hours of work and enabling healthcare professionals to earn over £20 million through shift bookings. Our team operates from offices in London, Glasgow, and Birmingham, with a growing international presence.

Job Summary

We are seeking an experienced Operations Executive to join our team. As an Operations Executive, you will play a pivotal role in supporting the Customer Operations lead to build a scalable operations function. You will build strong relationships with Florence Healthcare Professionals and Healthcare Organizations, supporting the delivery of critical processes and tasks, as well as working closely with the wider Operations function to improve, automate and scale processes.

Key Responsibilities

  • Relationship Building
    • Build and nurture strong relationships with healthcare professionals and healthcare organizations, understanding their needs and answering their queries.
  • Query Management
    • Manage second line of defence queries, including customer tickets that come through from the Customer Service team.
  • Collaboration
    • Closely collaborate with the Account Management Client team and internal stakeholders to build strong relationships and make sure you understand where there are staffing requirements.
  • Pipeline Management
    • Manage a pipeline to activate Healthcare Professionals into shifts; this will nurture them from the point of becoming compliant to the point they've worked 2 shifts.
  • Process Improvement
    • Suggest improvements to processes and identify automation opportunities.
  • Performance Management
    • Take responsibility for knowing your own metrics and performance, and support new joiners in the team to upskill.

Requirements

  • Results-Driven Mindset
    • Demonstrated track record of achieving and exceeding targets.
  • Agility and Adaptability
    • Results-driven mindset with agility and adaptability in a fast-paced environment.
  • Interest in Technology
    • Interest in technology-driven solutions for enhancing customer experiences.
  • Communication Skills
    • Exceptional communication and interpersonal skills.
  • Organizational Abilities
    • Strong organisational abilities with keen attention to detail.
  • Teamwork
    • Ability to work independently and collaboratively within a team.
  • Customer Service
    • Dedication to providing excellent customer service and building lasting relationships.
  • Experience
    • At least 1 year experience in operations within either start-up or the healthcare or staffing industry is desired, but certainly not an essential.

Benefits

  • Competitive Salary
    • Competitive salary.
  • Annual Leave
    • 25 days annual leave with option to purchase additional days.
  • Private Healthcare Insurance
    • Private healthcare insurance.
  • Maternity and Paternity Leave
    • Enhanced maternity and paternity leave.
  • Cycle to Work Scheme
    • Cycle to Work Scheme.
  • Railcard Scheme
    • Railcard scheme for under 30's.
  • Flexible Personal Benefits
    • Flexible personal benefits.
  • Wellness Support
    • Wellness support.
  • Innovative Work Environment
    • Innovative, fun, friendly work environment.