Experienced Customer Experience Associate – Delivering Exceptional Patient Experience in a Rapidly Growing Digital Health Scale-up

At arenaflex, we're revolutionizing the way patients and clinicians access diagnostics, making it simpler, faster, and more efficient. As the UK's largest medical imaging platform, we're committed to improving healthcare outcomes and speeding up the time to treatment. We're now looking for a highly motivated and customer-focused individual to join our team as a Customer Experience Associate.

About arenaflex

arenaflex is a digital health scale-up that's making waves in the medical imaging industry. With a strong focus on innovation and customer experience, we're empowering patients to take control of their diagnostics and clinicians to access imaging nationwide. Our marketplace is expanding rapidly, and we're working with over 200 UK imaging centres to provide a wide range of scan types. With $60m in VC funding and a growth plan of over 300% in 2024, we're an exciting and dynamic company to join.

The Role

As a Customer Experience Associate, you'll be the external face of arenaflex, dealing with patient enquiries, working with referrers, and contacting imaging sites to assist with scheduling. You'll be passionate about providing an amazing service and will work cross-functionally with internal and external teams to contribute to team success. You'll report to the Operations Coordinator and will be responsible for delivering a great experience across all communication channels, including calls, live chats, and emails.

Key Responsibilities

* Manage customer experience through the end-to-end pathway, from booking to completion of the scan and everything in between

• Deliver a great experience across all communication channels, including calls, live chats, and emails with our customers
• Work 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
• Working closely with external image centres and referrers to resolve operational challenges and drive a positive customer journey
• Achievement of SLAs to ensure customer wait times are kept to a minimum and maintain a high standard of Quality Assurance
• Adoption of new operational processes and championing innovation within the team

The 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

* 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

How We Will Interview You

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. This will be a video call that will last around 30 minutes.
• Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs.
• All of our roles will have a small assessment stage. This might be in person, a take-home assessment or further video calls. Length varies, but we're mindful of your time and try to keep it as simple as possible.
• Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.
• Offer!

Diversity at arenaflex

arenaflex is 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. We're opposed to all forms of unlawful treatment and discrimination.

What We Offer

* A competitive salary and benefits package

• The opportunity to work with a rapidly growing digital health scale-up
• A dynamic and supportive team environment
• Professional development and growth opportunities
• Flexible working arrangements, including remote work options
• A comprehensive training program to help you succeed in your role

How to Apply

If you're passionate about delivering exceptional customer experience and want to be part of a dynamic and innovative team, we'd love to hear from you. Please submit your application, including your CV and a cover letter, to [insert contact email or link to application portal]. We can't wait to hear from you!

Note:

arenaflex is an equal opportunities employer and welcomes applications from all qualified candidates. We're committed to diversity and inclusion and strive to create a workplace that's inclusive and respectful of all employees. Apply for this job