Key skills
SalesforceMentoringCommunicationCustomer SuccessAccount Management
About this role
Role Overview
- Own and manage a portfolio of families, driving both customer satisfaction and retention
- Proactively identify risks and take action to improve customer outcomes
- Handle customer and carer queries, complaints and escalations with empathy and efficiency
- Management of relevant case queues on Salesforce
- 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 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 teams role and products related to the department function
Requirements
- Previous experience in a account management, customer support or customer success role
- Highly organised with strong attention to detail
- Passion for delivering exceptional customer experience and long-term relationship building
- Strong communication skills
- both written and verbal
- A proactive, “can-do” attitude and a customer first mindset
- Understanding of the Customer Experience team performance and how this feeds into wider business priorities
- Confidence handling complaints and turning around challenging situations
Benefits
- 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