Customer Success Operations Associate
Messly, United Kingdom
Job Description
We're looking for an energetic and process-driven people-person to join our growing startup and support doctors in finding their dream job on Messly.
About Messly:
Messly is the UK's leading medical recruitment marketplace. We helps doctors find short-term 'locum' work on their terms, by connecting them with medical recruitment agencies who can offer them work that matches their specific requirements.
Our service allow doctors to 'compare the market' to see who the best agencies are for them and secure work quickly and easily.We have exciting plans in the pipeline to expand into new areas too, helping doctors that want to work overseas or in non-clinical roles.
We pride ourselves on great customer experience and putting doctors first. Check out our website here and read what our customers say about us here.
About the role
You will be responsible all the key communications with doctors joining Messly, supporting them all the way from registering on our app through to securing work.
This will include regular communications via Whatsapp, email and phone, responding to incoming queries, proactively addressing issues from doctors and running key ops processes behind the scenes to make sure doctors have a great experience using Messly. See below for a full list of responsibilities.
The key details are:
- Full-time role
- Remote, living in a timezone +/- 2 hours of UK time.
- Start date of 22nd November 2021.
You'll be working alongside a small but mighty remote team (6 in total) who are all super motivated and passionate to support doctors and the National Health Service at a time when it's desperately needed.
Your Key Responsibilities:
Customer Success
- Managing the smooth registration and onboarding for doctors on the Messly app, including reviewing individual job requirements, prioritising issues and proactively welcoming doctors via WhatsApp and phone calls.
- Managing our email, WhatsApp and CRM inboxes and helping doctors who have questions or issues using Messly.
- Proactively finding and contacting doctors who are struggling to use Messly and helping move through key milestones on the app.
- Answering calls from doctors to explain how Messly works and supporting them in their journey to find work.
- Gathering regular feedback and insights from doctors using Messly, and sharing these with the wider team
- Accurately documenting your communications and processes in our company CRM
- Working closely with our recruitment and marketing teams to make doctors aware of exciting and different job roles from our clients.
- Managing our doctor rewards programme, including sending vouchers and stash.
- Taking the lead to improve our Customer Success manual
Operations:
- Checking key registration documents submitted by our doctors to start work quickly
- Preparing monthly invoices and reporting to send to our clients
- Weekly reporting of key metrics to wider Messly team
- Supporting on social media campaigns and marketting campaigns where required
- Supporting on research of new clients and opportunities for doctors
Requirements
Critical Skills
People Person: Most of the job is communicating with doctors, whether via email, social media or over the phone, and communicating with the Messly team remotely. So you must be a confident communicator who enjoys interacting with people, and can empathise and build relationships quickly. *We want someone who's likeable, easy to chat to and will take pride and joy in helping our doctors find their dream jobs.
Conscientious amp; Organised - You've proven you can stay on top of multiple task lists, inboxes and a broad set of daily duties. We're asking you to work on a wide number of areas, so will need you to be diligent and well-organised to manage your time across them. We expect you to care about the small details and work tirelessly to make sure your work is carried out with consistency and reliability.
Written Skills: You don't need to be a poet, but clear written English is key. We need you to be at ease sending messages (and emojis) on Whatsapp and writing lengthier, emotionally responses to doctor queries. You're comfortable communicating your work and needs within the company via instant messaging.
Initiative: We will support you as you get started, and aim to give good on-the-job training, but you will need to pick up new skills quickly and enjoy doing so. We'll expect you to take sensible decisions about how to handle cus