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Customer Experience & Operations Specialist

full-time Good Life Sorted London

About the role

The Customer Experience & Operations Specialist is a fantastic opportunity in a fast-growing customer-focused start-up. It’s a broad role for a highly-organised, confident and caring person who genuinely wants to improve the lives of older adults.

About Good Life Sorted

Launched in 2019, Good Life Sorted is a marketplace connecting older adults and their families with vetted local neighbours, called Helpers, who provide a range of home help services like light cleaning, welfare checks, laundry, shopping, dog walking, medication pick-up and above all, companionship. We also connect elderly customers with vetted local tradespeople, such as gardeners, handymen, hairdressers, chiropodists, plumbers and electricians in a safe and trustworthy environment. Following a successful launch and recent funding round we are growing our team and embarking on our next phase of rapid expansion.

Key responsibilities

  • Onboard new customers, understand their needs and match them with the most suitable helper or professionals.
  • Manage all appointment scheduling to maximise the number of helper hours delivered by effectively matching customers with helpers.
  • Monitor customer satisfaction and measure the positive impact of our service. Gather feedback from customers and share insights with colleagues across the business.
  • Create relevant help content for use on the website and in customer communications.
  • Manage the social media channels, creating engaging posts and responding to comments.
  • Contribute to the product development roadmap and consistently work to improve and streamline processes.

About you

  • Operations and/or customer support experience in a consumer-facing role.
  • Excellent phone manner, excellent listening skills, strong empathy with older adults.
  • Exceptional organisational and problem solving skills.
  • Strong technical abilities, proficient in Excel and a range of software programmes.
  • Calm, reliable and positive at all times.
  • Excellent written english, with the ability to create engaging social media and help content.
  • An entrepreneurial attitude, with a passion for improving the lives of older adults.
  • A flexible, highly-motivated self-starter who is eager to develop and willing to muck in at an exciting, fast-growth start-up.

Based in Central London and reporting to the COO, you will be a key member of a growing team and have the opportunity to shape the role and influence the business plans and culture at this exciting start-up which is improving the lives of older adults and their families.
published: Jan. 20, 2020

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