Customer Experience Advisor

About us:

Are you looking to join a talented, diverse team focused on a life-changing mission at one of Europe’s fastest-growing tech scale-ups? If yes, then you are in the right place!

We’re one of the UK’s leading tech companies and have joined FutureFifty 8.0 and been named as one of the Top 50 Startups to work for in 2020

At Elder, our people aren’t just part of a team, they’re part of something bigger. We are a close-knit group on a mission to fundamentally change what it means to grow old.

That starts by helping people live a healthier and happier life in their own homes, with the support of a full-time live-in carer. Our unique matching technology pairs those in need with their ideal carer, based on individual requirements and personality.

About the role:

As a Customer Experience Advisor, you are the face of Elder. Working closely with our Sales Executives, you will manage multiple channel contacts to deliver an exceptional customer experience to families and carers - bringing energy, drive and sharp problem-solving to every account, backed by data and risk signals to spot churn early and keep customers on service. You will be part of a dynamic team, meaning you must have a positive 'can-do' attitude and role model organisational culture and values. As part of this role, you may be required to work the occasional weekend day and Bank Holiday.

What you'll be doing:

• Own and manage a portfolio of families, driving both customer satisfaction and retention

• Use dashboards, RAG/risk scores and early-warning signals to proactively identify at-risk accounts, challenge what the data is telling you, and take action before customers churn

• Spot patterns and gaps in how the team uses data, and suggest improvements to the tools, dashboards or processes that support retention

• Handle customer and carer queries, complaints and escalations with empathy and efficiency

• Manage relevant case queues on Salesforce, keeping records accurate and up to date

• Use AI-assisted tools to triage cases, draft communications and support retention workflows

• Promote customer and carer self-serve tools via customer and carer education and modelling use

• Model behaviours in line with Elder's values and organisational culture

• Work collaboratively with other parts of the business, including Sales Executives, to deliver on Elder's wider goals

• Follow all Elder processes, including those related to HR, safeguarding and finance

• Contribute feedback to enable the continuous improvement of the CX team's role and related products

Need to have:

• Previous experience in an account management, customer support or customer success role

• Working experience of Salesforce or a comparable CRM

• Genuinely comfortable with data - able to read dashboards and risk/RAG scores, challenge what they show, and turn that into action, not just report it back

• Experience using AI-assisted tools (e.g. Claude, ChatGPT) to support day-to-day workflows

• Highly organised with strong attention to detail

• Strong written and verbal communication skills

• A proactive, "can-do" attitude and a customer-first mindset - someone who spots the problem before it's flagged to them

• Confidence handling complaints and turning around challenging situations

• Understanding of how CX performance connects to retention and wider business revenue

Nice to have:

• Experience of working in the care sector

• Working experience of Salesforce or a comparable CRM

Benefits

We’re a service business, and we know that without the best people, we cannot build the best company, which is why we treat our team very well. We can offer:

• Competitive Salary + Bonus Scheme

• 25 days holiday + bank holidays + (1 extra day of holiday per year worked for first 5 years) (pro rota)

• 6 weeks work from anywhere in the world

• Dental and health insurance

• Hybrid office (2 days per week in the office)

• E-learning platform (Udemy)

• Sponsored quarterly team and company socials

• Mentoring and coaching programmes to help you achieve your personal and career goals

• Macbook + any particular extras you require

• Cycle-to-work scheme

• AND a genuine opportunity to be a very key part of a high-growth business

Do something you genuinely care about. Join a diverse team of skilled, passionate, and progressive people who like to get on with each other. Work at one of Europe’s fastest-growing scale-up. Apply today.

Elderly care represents one of society’s greatest challenges. Are you ready to be part of the solution? Apply today.

Elder recruits, employs, trains, compensates, and promotes regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status. We ask for candidates to have the "right to work" in the UK to apply for this job.