Customer Operations Associate, Carefree
£28.8k
2 days a week in office (Clerkenwell, Central London)
Transforming vacant rooms into short breaks for carers
Be an early applicant
Transforming vacant rooms into short breaks for carers
1-20 employees
Be an early applicant
£28.8k
2 days a week in office (Clerkenwell, Central London)
1-20 employees
Company mission
To fuel the future of unpaid caregiving.
Role
Who you are
- Good communication skills
- Have an interest in helping people
- Like working as part of a team
- Time management skills and ability to organise and manage multiple priorities
- Good IT skills are essential
- Able to work in a fast-paced environment
- Attention to detail
- Experience working with customer support would be great, but not essential
- Lived-experience of providing unpaid care would also be an asset
What the job involves
- Reporting to: Customer Operations Manager
- Contract terms: Permanent
- To provide a consistently high level of customer support to all our users by addressing queries across various communication channels, while also offering dedicated support to carers and collaborating with our community partners to help more unpaid carers secure their ideal break away
- As part of a small customer operations team, you will need to develop a thorough knowledge of our operating systems and digital tools to quickly respond to our users needs and resolve any issues they may be facing
- The role is full-time, 40 hours per week, operating on a hybrid working model with a mix of remote work and two days per week in our office in Farringdon, London. Standard hours are 9 AM to 5 PM, Monday to Friday, with flexibility to adapt depending on company requirements
- Handle all ranges of interaction with our users via email, live chat, social channels, and phone
- To process carers' registration, manage booking requests, and support our Community and Hospitality partners across a number of communication channels
- Support Customer Operations Manager with new projects
- Support our Community Manager with daily account management tasks
- Areas of responsibility and ways of working:
- Manage Carefree’s accounts to respond to incoming inquiries and customer support requests (via phone, online chat, email etc)
- Process all booking requests and manage any changes as needed
- Communicate with our Hospitality Partners regarding any carer special requests
- Manage carers' registration process, approved the relevant documentation, and follow up on the ones that have not yet been completed
- Flag incidents / issues / key feedback for improvements with Carefree’s platform to the tech team
- Listen and learn about our users’ experiences and feedback to your line manager
- Monitor Post Break responses and action any complaints immediately
- Approaching every situation with an open mind to ensure the best possible solution
- Being involved with new projects and constant improvement of our platform
- Ensure effective management of any complaints and safeguarding matters, risk assessments, and case reporting to relevant bodies
- Manage inquiries from our Community Partners, providing timely and accurate responses to their questions and requests for support
- Assist the Community Manager in fostering strong relationships with Community Partners, ensuring they are well-informed, supported, and equipped to collaborate effectively
- Support outreach initiatives to expand our network of Community Partners and raise awareness of our services
- Work with an open and generous spirit to provide support to Carefree colleagues as and where appropriate and useful
- Please note, this job description is subject to annual review to reflect changes to internal and external factors
Application process
- This position is being advertised on a rolling basis. Please submit your CV and cover letter explaining why you are a good fit for the role
- Applications will be reviewed for fit and given an initial accept/reject
- Successful applicants will be invited for a 20-minute phone screener
- Applicants who pass the phone screener will be invited to submit a written exercise
- Applicants who pass the phone screener will be invited for an in-depth, 90-minute interview (in-person or remote, as appropriate)
- Optional: Additional interview with another Senior Manager at Carefree
- Final offer discussed and made to successful candidate
- We will offer interviews at times that suit you, so if you have children, caring duties, or have to travel after work we’re happy to offer these at convenient times outside of work hours. We can support travel costs outside of London if we take you to an interview stage
Salary benchmarks
Our take
In the UK, there are estimated to be around seven million unpaid carers, yet they are rarely recognised for their frontline role and often lack access to the same support as NHS staff or paid care home workers. Reports indicate that as much as 74% of these carers have experienced burnout since the start of the pandemic, with an additional 64% unable to take any breaks at all.
Carefree is an organisation that recognises the critical need for support and respite for carers who face the risk of burnout. It's addressing this situation by working in collaboration with various hotels across the UK, including five of the largest independent hotel chains. Through its platform, Carefree provides essential respite to unpaid carers, offering them a much-needed break from their demanding responsibilities.
Since November 2021, Carefree has made significant strides in supporting carers, by partnering with over 80 hotels, resulting in the release of approximately 2,000 rooms per month. The impact of this initiative has seen 89% of carers reporting that they couldn't have taken a break without Carefree's support, and 95% seeing improvements in their wellbeing. As the organisation continues to expand, it remains focused on developing a purpose-built technology platform for fostering relationships with various private and public sector partners.
Steph
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Generous maternity, paternity, and adoption leave
- Christmas period off
- Access to CODE hospitality app
Company values
- Creating Shared Value: Our activities should drive a mix of economic and social benefits for all our stakeholders to ensure the long-term sustainability of our organisation and intervention
- Staying Transparent & Accountable: We prioritise transparency and accountability to our governors and donors over the speed of delivery
- Flexibility to Drive Delivery: As a small, lean team, punching above our weight means having the freedom to work in a way that feeds our energy, supports our wellbeing and gets the job done
- Community Commitment: We invest in work to strengthen the wider care sector, innovation and funding ecosystem, to help build a stronger operating environment for all those seeking to catalyse social change
- Ethical Footprint: Operating in an ethical and sustainable manner is central to the way we do business and represent the interests of caregivers in policy and practice
Company HQ
Farringdon, London, UK
Articles
Leadership
James Ricketts
(Co-Founder)Previously worked as an Executive Producer at Tag and as an Associate Producer at Pioneer Productions and Pictures. Also worked as the Head of Creative Services at Shilland & Co, as well as a Marketing Director at Stillking Films.
People progressing
Joined the company in 2017 as a Development Director and has since been promoted to Managing Director and CEO.
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