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Customer Experience Specialist at Good Life Sorted

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  • London
  • fulltime
  • -
  • 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

    Launched in 2019, Good Life Sorted (https://goodlifesorted.com) is an online marketplace connecting older adults and their families with hand-picked local Helpers, who provide a range of home help services like cleaning, welfare checks, laundry, shopping, dog walking, meal preparation and above all, companionship. Following a successful launch and recent funding round we are growing our team and embarking on our next phase of rapid expansion.

    Key responsibilities

    • Be the first point of contact for inbound enquiries, understand their needs, and match them with the most suitable Helper, over the phone and via email.
    • Handle existing customer queries and ensure a smooth and positive experience throughout their journey, obtaining feedback and measuring the positive impact of our service.
    • Manage your time and workload to ensure customers are receiving prompt replies and KPIs are met in line with company growth.
    • Work with our community of Helpers; booking them with local customers, answering queries and supporting them to build their schedule and maximise their availability.
    • Complete admin tasks with great attention to detail to ensure confidentiality and efficiency.

    About you

    • Relevant experience in a customer facing role.
      Confident phone manner, excellent listening skills and a strong empathy with older adults.
    • Strong technical abilities, proficient in Excel and a range of software programmes.
    • Highly self-motivated, with a positive 'can-do' attitude and a 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 lovely London office (Covent Garden). Flexible/hybrid working will be considered.

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