At Florence, we’re on a mission to be the number one tech provider for social care staffing.
Our marketplace app helps care workers book shifts without the need for recruitment agencies, and our training and rota platforms help users improve their professional development, save time and work smarter.
Launched in 2017, we work with 85,000+ nurses, carers and support workers, and more than 2000 care providers across the UK. Nurses and carers have worked over 2 million hours and earned more than £25 million by booking shifts through Florence.
We are a growing team of 70+, founded and led by a former doctor-turned-entrepreneur. With offices now across London, Glasgow & Birmingham, this is a really exciting time to join Florence and be part of a tech startup with a purpose.
The Role
As an Out of Hours Co-ordinator at Florence you’ll play a vital role in meeting the service requirements of our health care professionals and our healthcare organisations. In this role you will be instrumental in delivering an exceptional customer journey and supporting our central operations and account management teams. You will build strong relationships with Florence Healthcare professionals, and organisations, supporting in the delivery of critical processes and tasks as well as working closely with the wider operation to maintain one of the key functions of the business.
RESPONSIBILITIES:
- Inbound Calls: Handle a high volume of incoming calls from healthcare workers and care homes.
- Outbound Calls: Make proactive outbound calls to address specific issues and provide solutions.
Shift Management:
- Timely address last-minute cancellations and inform care homes.
- Process last-minute applications and notify care homes.
- Manage last-minute shifts posted by care homes.
Platform Navigation:
- Troubleshoot and resolve platform issues.
Communication:
- Respond to inquiries via email, phone, and live chat.
- Proactively communicate with care homes about shift changes.
- Ensure information is disseminated to the appropriate teams.
Customer Service:
- Deliver exceptional customer service to healthcare workers and care homes.
Care Home Understanding:
- Understand the unique needs of different care home groups and tailor services accordingly.
Key Performance Indicators:
- Call handling time
- First-call resolution rate
- Customer satisfaction ratings
Requirements
- Out of hours cover will be required from
- 4:30pm-8:30pm Monday - Friday
- 8am-8:30pm Saturday and Sunday.
- There will also be one other person on during this time also; both of you will work collectively to cover our out of hours service.
- Excellent communication skills (written and verbal)
- Be confident with speaking to internal and external customers on the phone/via our live chat/via email
- Process driven and high attention to detail
- Excellent organisational skills
- Be able to prioritise and multitask in a fast paced environment
- Be able to problem solve quickly and effectively
- Previous customer success or software onboarding experience preferable
- Excellent team player but able to work independently also
Equal opportunities at Florence
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 competitive salaries within 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.
United Kingdom
