Part-Time Customer Experience Associate



Customer Service
London, UK · England, UK
Posted on Monday, April 24, 2023
We’re, the digital health startup giving patients and their clinicians simpler, faster access to diagnostic imaging. At the heart of lies a different way of doing things: removing waiting lists, empowering patients, and easing clinician workloads. It’s our mission to make medical scans accessible to all, and we’ve already helped over 10,000 patients in the UK alone.We’re pioneering a new approach to diagnostic imaging, and are looking for someone resourceful, proactive and naturally entrepreneurial to drive our Business to Business (“B2B”) growth. You’ll be joining us at an exciting time - we’ve recently launched our B2B product, expanded our brand to the USA, raised £12m in VC funding, and quadrupled our global team. RequirementsWe’re looking for a part-time Customer Experience Associates to work hand-in-hand with our UK Operations Co-ordinator at National MRI while we scale our company and realise our mission of improving access to healthcare and improving patient outcomes and reducing wait times.As a CEA your role is to be the external face of the company, dealing with patient enquiries, working with sites to assist with scheduling and ensuring that we have the highest possible organisation and operational standards.The position is part-time and will be fully remote within the UK after 1-2 days of onsite training in London. The role is only available to those who are based in the UK.We are looking for individuals to cover the following shift pattern: Monday, Tuesday and Thursday : 9am - 5pm Monday, Tuesday and Friday : 9am - 5pm However, Some Of The Types Of Things You Could Be Getting Involved In AreAs an early stages business, you can expect your role to develop over time.
  • Responding to patient enquiries over the phone & emails
  • Wider internal operational support
  • Managing inbound queries or requests from other external organisations or suppliers
  • Proactively maintaining minimum wait times for patients by looking for new ways of working
  • Developing relationships with radiology sites or other external organisations
  • Day-to-day diary scheduling
  • Maintaining and exceeding set KPI's, feeding back into the business on metrics and the customer voice so that we all look to continuously improve
What You Might Bring To The TableYou don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value and that everyone should want to learn. However, these might be some of the ways you are currently adding value:
  • Previous experience of working within customers service roles
  • You drive an outstanding customer experience, delivering first class service and are the face of a business
  • Great communicator, where it's a call or email, you know how to get the details across in a polite and friendly manner
  • Proactive leaner and problem solver. You look for opportunities to learn or new ways to solve problems.
  • You are a team player, this role with require you to work cross-functionally, making sure the customer voice is at the heart of everything we do
  • Experience with Zendesk is a real bonus, but not necessary!
BenefitsAs a growing business, we are continuing to add to our benefits package, but we are happy to offer the followingThe basics (which are not benefits but the minimum you can expect):
  • £18k - £27k annual salary range (FTE)
  • Standard Pension contributions
  • Everything you need to effectively do your role - equipment
  • Flexible working
  • Remote or hybrid working options
  • Personal Development budgets
  • Team socials. As we grow, we will try to find new ways of getting together
The added extra's
  • Unlimited annual leave allowance
  • Stock Options
Coming SoonFollowing a review with our existing team, we are currently redrafting our benefits package to cover the things you actually need/want. Co-creation is at the heart of many of our People processes and we can’t wait to unveil our new and improved benefits. How We’ll Interview You
  • 30 min introductory call with our People and Talent Leader
  • Video interview with the hiring manager lasting around 45 minutes
  • Short case-study & role-play interview, mimicking the aspects of the job
  • Final chat with other team members
  • Offer
DIVERSITY AT is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.We are opposed to all forms of unlawful treatment and discrimination.Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.We look forward to receiving your application! On application, please make clear what shift patterns you would be available for