Experienced Customer Experience Associate – Delivering Exceptional Patient Care and Driving Business Growth at arenaflex

At arenaflex, we're revolutionizing the digital health landscape by providing patients and clinicians with faster, simpler access to diagnostics. As the UK's largest medical imaging platform, we're committed to speeding up the time to treatment and improving healthcare outcomes. We're now expanding our B2B platform across insurance, medicolegal, and consultant verticals, offering 10+ scan types, and working with 200+ UK imaging centres. With $60m in VC funding, we've reached profitability and are poised for 300% growth in 2024.

About the Role

We're seeking an experienced Customer Experience Associate to join our team and be the external face of arenaflex. As a key member of our operations team, you'll be responsible for delivering exceptional patient care, working closely with referrers, and ensuring seamless communication with our imaging sites. You'll be passionate about providing an amazing service, working cross-functionally with internal and external teams, and contributing to team success.

Key Responsibilities

As a Customer Experience Associate, you'll be involved in:

• Managing customer experience through the end-to-end pathway, from booking to completion of the scan and everything in between
• Delivering a great experience across all communication channels, including calls, live chats, and emails with our customers
• Working with wider arenaflex business to ensure our customers receive the best possible experience during each interaction
• Problem-solving when issues arise and escalating where necessary to resolve customer queries promptly
• Collaborating with external image centres and referrers to resolve operational challenges and drive a positive customer journey
• Achieving SLAs to ensure customer wait times are kept to a minimum and maintaining high standards of Quality Assurance
• Adopting new operational processes and championing innovation within the team

Top 5 Things We Want You to Achieve in Your First Year

* Deliver excellent customer service while maintaining high standards of quality assurance

• Build successful relationships with both our suppliers and partners
• Drive innovation within the team by socializing your ideas about process and service improvements
• Foster positive stakeholder relationships to support cross-functional collaboration
• Own internal projects and initiatives to further your professional development and knowledge of the business

What You Might Bring to the Table

You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you're currently adding value:

• Experience working in a customer or patient-facing environment
• Superb verbal and written communication skills to share updates with patients and other medical staff
• Strong analytical thinking and the ability to handle multiple tasks concurrently
• High level of empathy
• Incredibly motivated and driven individual with a proactive and self-starter mindset
• Proven ability to achieve and exceed individual and team targets
• Previous start-up experience is a plus

Work Environment and Company Culture

As a fully remote role within the UK, you'll have the flexibility to work from anywhere, with occasional on-site training at our London office. Our team is passionate about delivering exceptional patient care and driving business growth. We're a nimble and agile team that values innovation, collaboration, and continuous learning.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping you grow and develop your skills. You'll have access to:

• Regular training and development opportunities to enhance your skills and knowledge
• Mentorship and coaching from experienced team members
• Opportunities to take on new challenges and responsibilities
• A dynamic and supportive work environment that encourages creativity and innovation

Compensation, Perks, and Benefits

We offer a competitive salary, comprehensive benefits package, and a range of perks to support your well-being and work-life balance. These include:

• Competitive salary and bonus structure
• Comprehensive health insurance and pension scheme
• Flexible working hours and remote work options
• Access to the latest technology and tools
• Regular team-building and social events
• Professional development opportunities and training budget

Diversity and Inclusion

At arenaflex, we're committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

How to Apply

If you're passionate about delivering exceptional patient care and driving business growth, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact email or link to application portal]. We look forward to receiving your application and exploring how you can contribute to our team's success.

Interview Process

We keep our interview process short and sweet, and we're a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

• Introductory call/interview with Sam, our Senior Talent Partner
• Video call with the hiring manager for around 45 minutes
• Small assessment stage, which might be in person, a take-home assessment, or further video calls
• Meet the founders and/or other team members

We're excited to meet you and explore how you can join our team at arenaflex. Apply for this job