Customer Operations Executive - 12 month FTC

At Florence, we're dedicated to revolutionising social care staffing through innovation and technology. Since our inception in 2017, we've empowered over 90,000 nurses, carers, and support workers, along with 100,000 e-learners, and partnered with over 2000 care providers across the UK. Our platform has facilitated over 1 million hours of work, enabling healthcare professionals to earn over £20 million through shift bookings. As a rapidly growing team, led by a former doctor-turned-entrepreneur, we operate from offices in London, Glasgow, and Birmingham, with a recently founded international presence.

As an Operations Executive at Florence, you'll play a pivotal role in meeting the service requirements of our healthcare professionals and organisations. In this role, you’ll play a key role in supporting the Customer Operations lead to build a scalable operations function. You’ll build strong relationships with Florence Healthcare Professionals and Healthcare Organisations, supporting the delivery of critical processes and tasks, as well as working closely with the wider Operations function to improve, automate and scale processes. You will report to the Operations Lead within a warm, welcoming, and supportive team environment. We offer a hybrid working model, with three office days and two optimal remote working days, and operating hours from 9:00 AM to 5:30 PM, Monday through Friday.

Key Responsibilities:

• Build and nurture strong relationships with healthcare professionals and healthcare organisations, understanding their needs and answering their queries.
• Managing second line of defence queries, including customer tickets that come through from the Customer Service team.
• Closely collaborate with the Account Management Client team and internal stakeholders to build strong relationships and make sure you understand where there are staffing requirements.
• Manage a pipeline to activate Healthcare Professionals into shifts; this will nurture them from the point of becoming compliant to the point they’ve worked 2 shifts.
• Suggest improvements to processes and identify automation opportunities.
• Take responsibility for knowing your own metrics and performance, and support new joiners in the team to upskill.

Requirements

• Demonstrated track record of achieving and exceeding targets.
• Results-driven mindset with agility and adaptability in a fast-paced environment.
• Interest in technology-driven solutions for enhancing customer experiences.
• Exceptional communication and interpersonal skills.
• Strong organisational abilities with keen attention to detail.
• Ability to work independently and collaboratively within a team.
• Dedication to providing excellent customer service and building lasting relationships.
• At least 1 year experience in operations within either start-up or the healthcare or staffing industry is desired, but certainly not an essential

Benefits

• Competitive salary
• 25 days annual leave with option to purchase additional days
• Private healthcare insurance
• Enhanced maternity and paternity leave
• Cycle to Work Scheme
• Railcard scheme for under 30's
• Flexible personal benefits
• Wellness support
• Innovative, fun, friendly work environment

EQUAL OPPORTUNITIES

We promote an environment for our staff and app users that welcomes people from all backgrounds, ethnicities, races, religions, genders, sexual identities, abilities, and personal circumstances, in a spirit of inclusivity and belonging.

We are proud to be an equal opportunities employer, and believe we find our strength in our diversity. If you require any accommodation to assist you in the interview process, please submit this with your enquiry.

We offer a flexible, empathetic and highly collaborative working environment. If you are motivated by the prospect of a career with a forward-thinking tech company committed to inclusion, we’d love to hear from you.