Senior Customer Experience Associate.

Location:  UK home-based

GoodShape transforms the way organisations manage the health and wellbeing of their employees. We’re driven by a simple belief – when you look after the health and wellbeing of your people, you can radically improve the performance of an organisation.

Over the past 16 years we’ve partnered with over 200 of the UK’s leading employers. We help simplify the management of unplanned absence, demonstrably reduce the main causes of absence, inform smarter workforce strategies through efficient resource planning and reduce the risks to employers and employees.

We bring together a powerful mix of technology and clinical services that are proven to deliver results. Our dedicated in-house team is on hand 24 hours a day, seven days a week, providing people with support and guidance when they need it most, minimising time off due to ill health, and when the time is right, ensuring every return to work is safe and compliant.

Our people act as ambassadors for GoodShape, embracing a promise-based culture and working hard to ensure that our values are upheld in everything that we do. In return, we create a vibrant, energetic working environment and will equip you with the skills, knowledge and tools to succeed.

About the role

The role of Senior CX Associate is focused on delivering exceptional customer service, ensuring all queries and contacts are handled efficiently, acting as a subject matter expert supporting colleagues and new starters and resolving escalated and complex queries.

About you - you'll have:

  • A love of dealing with people and be passionate about delivering an outstanding level of service
  • An ability to work in a fast-paced customer service environment.
  • A desire to support colleagues and act as a subject matter expert
  • resilience and the ability to multi-task
  • A confident telephone manner and strong communication skills, able to quickly build a rapport with a customer
  • An ability to gather and accurately update information

Key responsibilities:

  • Handle inbound and outbound calls and contacts from customers ensuring quality standards are maintained and call outcomes are recorded appropriately and accurately
  • Support colleagues and new starters, answering queries and assisting with improving confidence and accuracy in handling calls
  • Handle escalated and complex queries
  • Manage the team chats ensuring CXA queries and issues are resolved efficiently
  • Uphold the GoodShape core values: Teamwork, Trust, Flexibility and Innovation
  • Achieve any objectives set, contributing to the achievement of SLAs
  • Highlight any improvements or recommendations for change to your Team Lead
  • Undertake other tasks and reasonable requests that may fall outside the remit of your role as directed by your line manager