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. 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 customers’ 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, 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.