Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join arenaflex, a pioneering digital health scale-up revolutionizing the way patients and clinicians access diagnostics.
As an Experienced Customer Experience Associate, you will be the external face of arenaflex, working closely with patients, referrers, and imaging sites to ensure seamless and efficient delivery of our services. With a strong focus on patient satisfaction, you will be responsible for managing customer experience throughout the end-to-end pathway, from booking to completion of the scan. Your exceptional communication skills, analytical thinking, and problem-solving abilities will enable you to drive innovation and excellence in everything you do.
**About arenaflex**
arenaflex is the UK's largest medical imaging platform, empowering patients to book scans on their own terms and timeframes, while our referral portal gives clinicians admin-free access to imaging nationwide. With a total of $60m in VC funding, we have reached profitability and are geared up to grow over 300% in 2024. Our B2B platform is expanding rapidly across insurance, medicolegal, and consultant verticals, and we are now offering 10+ scan types, working with 200+ UK imaging centres.
**What You Will Be Getting Involved In**
As a Customer Experience Associate, your role will be multifaceted, and you can expect to:
* Manage customer experience throughout the end-to-end pathway, ensuring seamless and efficient delivery of our services
* Deliver exceptional customer service across all communication channels, including calls, live chats, and emails
* Work closely with internal and external teams to contribute to team success and drive innovation
* Problem-solve when issues arise and escalate where necessary to ensure customer queries are resolved promptly
* Collaborate with external image centres and referrers to resolve operational challenges and drive a positive customer journey
* Achieve Service Level Agreements (SLAs) to ensure customer wait times are kept to a minimum and maintain high standards of Quality Assurance
* Adopt new operational processes and champion innovation within the team
**The Top 5 Things We Want You to Achieve in Your First Year**
* Deliver exceptional customer service while maintaining high standards of quality assurance
* Build successful relationships with 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**
While we don't require you to tick all the boxes, here are some of the skills and qualities we're looking for:
* 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:
* Introductory call/interview with Sam, our Senior Talent Partner
* Video call with the hiring manager for around 45 minutes
* Small assessment stage (in person, take-home assessment, or further video calls)
* Meet the founders and/or other team members
**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.
**Your Future Starts Here**
Don't miss out on this exciting role. We are looking forward to hearing from you.