At Florence, we all have a definitive mission - to empower the care sector to work more efficiently in order to provide better quality care. Our online marketplace helps care homes fill rota gaps without the need for expensive recruitment agencies.
Launched in 2017, we now work with over 20,000 nurses and carers and over 600 care home locations across England, Wales and Scotland! Nurses and carers have worked almost 500,000 hours and earned more than 8million by booking shifts through Florence.
We are a growing team of 60, founded and led by a former doctor-turned-entrepreneur. This is a really exciting time to join Florence and be part of a tech startup that is filled with collaborative, passionate and driven people.
We are looking for a Customer Success Executive to join the team to focus on maintaining and delivering an exceptional customer journey. You will be instrumental in supporting your regional lead and delivering growth in your region.
RESPONSIBILITIES
- Assist the RM in building relationships with care homes and clients in order to maximise shift numbers in your region
- Support in identifying opportunities for workers within your region as well as ensuring that clients' needs are fulfilled with adequate staffing numbers and excellent customer service
- Support the Bangladesh team in onboarding of workers in regions where we have unfilled shifts
- Consistently work towards maximising shift numbers in your region
- Support the regional manager with increasing shift numbers
- Engage with active workers and clients, whilst also focusing on re-engaging with churned workers and clients
- Attend to all general enquiries received via email, telephone and our live chat
- Consistently reach and exceed monthly KPIs set by your line manager
- Be an expert in your marketplace and contribute to business plans and growth strategies
- Contribute to the overall success of the team and reaching business targets
- Keep all planhat profiles up to date
- Follow planhat triggers and playbook
Requirements
- Natural relationship builder who is confident in exceeding targets and delivering results.
- Personable confident and excellent communication skills, highly motivated and hard working
- Enthusiastic and eager to learn
- Previous customer success or software onboarding experience is preferable
- Experience or interest in tech startups
- Process driven and high attention to detail
- Excellent organisational skills
- Tech savvy
Benefits
- 25 days holiday (pro rata) + holiday roll over / buy more holiday scheme
- Cycle to work scheme
- Company contributory pension scheme
- Laptop supplied when joining
- Opportunity to contribute to growth in an early stage startup
When we’re back in the office (after the COVID lockdown):
- Fun, friendly and collaborative startup office environment
- Regular company and social outings
- Access to the kitchen area supplied with free teas, coffees, biscuits etc.
- Friendly office dogs