Head of Service

About us

Elder is a dynamic scale-up revolutionising the care industry by connecting older adults to self-employed carers through an innovative technology-driven introductory model. We are committed to using data-driven insights to continuously improve outcomes for our customers and carers.

We are actively seeking a Head of Service to lead, scale, and optimise the services we offer customers and carers on our platform. If this is a mission that excites you, we'd love to hear from you.

Who you are

You are a motivated, dynamic, proven Head of Service who will lead our Service Team (B2C) in delivering exceptional service and support to the customers and carers on our platform. You are a strong leader with high standards. You will play an integral role in ensuring customers and carers who use the Elder platform receive a seamless, positive experience, facilitating satisfaction, loyalty, and retention. You have a highly data-driven, customer-centric mindset and are committed to operational efficiency and delivering exceptional service in a high-growth and changeable environment. You will have proven commercial understanding and achievements from a professional Services and CX perspective.

ROLE & RESPONSIBILITIES

Team Leadership

• Lead, manage, and coach a team of Customer Experience Associates, ensuring they provide exceptional customer service to all of the customers and carers on our platform.

• Closely monitor and manage team and individual performance against SLAs and KPIs.

• Foster a team culture of accountability, high standards, commercial achievement, continuous improvement, and customer-centricity.

• Support team members by identifying training needs and upskilling opportunities.

• Support team members as the point of escalation for complex customer and carer inquiries.

• Act as a champion of change, guiding the team through transformation initiatives and ensuring effective communication, collaboration, and smooth transitions.

Support, Engagement, and Success

• Ensure the Customer Experience Team delivers personalised, prompt, and empathetic service to customers and carers across all channels - successfully addressing complaints, queries, concerns, and product usage issues.

• Ensure the customer journey and ‘moments that matter’ are met and the desired outcomes are achieved at each stage.

• Develop and implement strategies to reduce response times, drive efficiency and time savings and ensure adherence to the outbound contact strategy.

• Manage escalations, ensuring timely and professional resolution - prioritising the customer and carer experience.

Service Strategy & Optimisation

• Oversee end-to-end service delivery, ensuring smooth and scalable operations that meet the needs of both customers and carers on our Platform with the goal of facilitating satisfaction, loyalty, utilisation (days of care), and retention.

• Maintain and bring continued improvement to the customer health score design and implementation. Identify opportunities for service improvement within each cohort of customers.

• Inform and deliver the overarching service strategy, ensuring alignment with company objectives and growth plans.

• Review and identify tooling and tool processes that can improve team performance and customer service.

Data-Driven Performance Management

• Development and analysis of team and individual key performance metrics (e.g. churn, NRR, CSAT, NPS, ART) to assess the effectiveness of the Customer Experience Team.

• Ensure SLAs are appropriate to the desired level of service.

• Utilise customer feedback and data to identify pain points and propose improvements.

• Co-develop and deliver key reports, alongside data science, on team performance, customer satisfaction, and retention to identify emerging trends.

Cross-Functional Collaboration

• Advocate as the voice of the customer and carer within Elder using insights to ensure pain points are adequately addressed to refine products and improve the service offering

• Closely partner with Sales and Marketing to ensure the customer experience is cohesive and smooth from the point of lead through the customer lifecycle.

• Work closely with finance to ensure all payment processes are adhered to, minimising the amount of unpaid debt/write-offs, whilst considering the customer experience.

What you bring

• Energy, leadership, motivation, and bags of useful experience!

• Outstanding people, team, and customer management experience

• The desire to continually be looking for improvement and greater results

• Substantial experience as a leader in a service-driven environment, preferably within a B2C-focused, tech-driven environment.

• Demonstrated commercial awareness and experience in transformation and change management in dynamic environments.

• Proven track record scaling high-performing teams.

• Demonstrated expertise in using data and analytics to inform decision-making, driving operational improvements.

• Deep understanding of B2C customer needs and service delivery.

• Proficiency in customer support platforms (e.g., Salesforce, ZenDesk).

• Excellent communication, problem-solving, and decision-making skills.

• Strong leadership skills

• Demonstrated experience establishing and analysing Customer Service KPI metrics

NICE TO HAVE

• Experience in health tech or digital health