Operations Associate

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Job description

Description

CHT is London's premier Healthtech-At-Home startup and a leading Covid testing provider with more than 30,000 performed tests. We pride ourselves on excellent customer relations teams and unprecedented attention to individual clients' needs.

While we aren't the cheapest test provider, our goal is to make sure our service is better than anyone else's and worth every penny-which is why we see a high proportion of our customers returning to us again and again.

About the Role

We are looking for two experienced customer-facing agents for our operations function - a combination of customer service and operations work. You will be reporting to, and working closely with, our Operations Lead.

Responsibilities will include:

• Logging test results, creating certificates and sending them to customers as soon as they come in
• Calling all customers who have received positive or inconclusive test results to explain what these mean.
• Responding to customer queries via phone. This requires a great deal of empathy, willingness to help, tact and occasionally patience to support the customer as well as we can.
• Reviewing the team email inbox and responding to / escalating any queries. This requires a good knowledge of English and keeping up to date with current regulations.
• Helping with the occasional ad-hoc projects (e.g. conducting research or helping create training materials for our next team session)

Requirements

from

• A clear communicator, with excellent spoken and written English
• Obsessive when it comes to details, and take huge care to get things 'right'. We can't emphasise enough how important this is-in our line of work, mistakes can have a huge impact on people's lives
• Extremely organised and able to manage your own time
• Unflappable under pressure and polite at all times-even if someone is being unfair. Unfortunately, customers can sometimes take out their frustrations on us-but it's important we never let that stop us giving the best service we can
• A proactive team player who will go out of their way to support their teammates

We would expect your past work experience to include at least 1 year in a customer-facing role (e.g. in a restaurant, in a customer services team).

Benefits

Rota based work from 8:30 am to 6:30 pm on weekdays and 9:00 am to 1:00 pm on weekends.

Working from home on weekends.

Self-employment

Friday staff lunch.