Graduate Customer Experience Agent

London, England, United Kingdom expand job description ↓

Description

In a nutshell, we’re looking for a proactive and enthusiastic graduate to join our Customer Experience Team. For the first year you’ll take on the role of a Customer Experience Agent, whilst learning the ropes of the wider business. After the first year, you’ll be able to choose to either progress through the Customer Experience Team, or work on projects in other parts of the business.

We’re building Thriva to make a real difference in people’s lives. We’re doing something revolutionary, and we don’t have all of the answers (or even all of the questions). Our Customer Experience Agents are instrumental in helping us work out how to improve Thriva for our customers and helping them use our product to get the most value. As part of the Customer Experience Team, you’ll be the voice of the customer; internally problem-solving, responding to, and categorising inbound queries.

While we do have teams with different specialties and focus, most of our work spans across multiple areas. This means you’ll work with lots of different people on a range of challenging problems. We set quarterly goals which means you’ll always know what you’re doing today is going to help grow the company over the next few months.

Startup life can be tough sometimes, so we like to bring as much fun as we can to the office!


What will you be doing day to day?

The majority of your time will be spent engaging with our customers via email and online chat, to ensure that they receive the best possible experience when using Thriva. You’ll also interact with a variety of other stakeholders including health specialists who use our product (with their clients), doctors who help us to deliver the service and our partner labs who carry out the testing. You’ll participate in company-wide meetings and in doing so will have the opportunity to learn the ins and outs of the wider business. In executing your role, you’ll:

  • ensure high quality is maintained in all communication with customers
  • respond to all enquiries with both speed and accuracy
  • proactively seek answers to incoming queries using all the resources available to you
  • make the customer feel like you’re really doing all you can to help
  • take on board both customer and team feedback so that you can improve and grow in your role
  • identify ways to deliver an even better customer experience and report those to the head of the Customer Experience Team

This role is on a full time basis, primarily Monday to Friday, 9am to 6pm, with the occasional weekend day. You will work from our Farringdon office, except on weekends when you’ll be able to work from home.

This is a great opportunity to join one of London’s fastest growing start-ups.


Requirements

You should apply if you can demonstrate an ability to work quickly, occasionally under pressure and still provide accurate answers. You’ll have the following traits:

  • Huge amounts of initiative. We’re a small team, which means there’s an infinite amount to do and often you will have to proactively seek the answers you need
  • A great communicator who enjoys finding solutions to ensure others receive the best possible experience
  • Ability to recognise and understand a customer’s concern and adjust your tone to fit the situation
  • A keen eye for detail
  • A quick worker who picks things up and can execute tasks at speed

What’s it like to work at Thriva?

You’ll be working alongside humble people who truly care about what we’re building and how it can help people.

We’re creating something entirely new so we’re constantly trying new things to understand how we can improve people's lives. We set quarterly goals which means you’ll always know what you’re doing tomorrow is going to help grow the company over the next few months.

While we do have teams with different specialties and focus, most of our work spans across multiple areas. This means you’ll work with lots of different people on a range of challenging problems.

Benefits

  • Competitive salary of £22,000 per year
  • 28 days holiday a year for some well deserved time off (excluding bank holidays, when you will work from home)
  • Choose your own equipment and setup
  • Monthly team activities including away days to Cognac, escape challenges, terrarium building and pottery workshops
  • 3% contribution to your pension
  • Annual “treat yourself” budget
  • Advanced Thriva tests each month
  • A well-equipped central London office with plenty of snacks, fresh fruit and a great espresso machine


Thriva is proud to be an equal opportunities employer.

We embrace diversity at Thriva. To build a product that is loved by everyone we need a team with all kinds of different perspectives, experiences and backgrounds. That's why we're committed to hiring people regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or disability.

We understand that applying for a new job takes a lot of work and we really value your time.

Samantha is looking forward to reading your application.

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