Operations / Customer Service Associate (evenings)
Covid Home Test, United Kingdom

CHT is a new, very fast-growing medical technology business. We are already the #1 private Covid testing business in London, and have ambitions to grow significantly in the next yearnot just in numbers but also in the range of other services we offer.

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 pennywhich is why we see a high proportion of our customers returning to us again and again.

The role

We are looking for an experienced customer-facing agent to lead our operations function in the eveningsa 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. This can be challenging, because this is usually very unwelcome newsrequiring a great deal of empathy, tact and occasionally patience to support the customer as well as we can
• Reviewing the team email inbox and responding to / escalating any out-of-hours queries
• Helping with the occasional ad-hoc project if it’s a particularly quiet evening (e.g. conducting research or helping create training materials for our next team session)

While the majority of work can be done remotely, we will need you to come into our office in central London (W1) for the first few weeks and occasionally beyond that for training.

Requirements

You are:

• 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 isin 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 timeseven if someone is being unfair. Unfortunately, customers can sometimes take out their frustrations on usbut 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 team mates

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) and a role in which you’ve had to work without direct supervision. If you’ve worked with Monday, Shopify or Onfleet that’s a bonus, but not necessary.

Benefits

Working hours: 3pm-11pm, Tuesday-Saturday (with a little bit of flex; most nights you should finish sooner although it does vary based on how busy the lab is)

Location: Mostly at home, but you'll need to start off in the office (W1, central London) and pop in occasionally for training

Term: 3 month contract, with an opportunity to move to a full-time role after

Pay: 750 per week

Job Rewards and Benefits