Customer Experience Associate (£29K - £32K + Bonus)

📌 Core Information

🔹 Job Title: Customer Experience Associate

🔹 Company: Practi

🔹 Location: London, City of, United Kingdom

🔹 Job Type: Remote

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: Hybrid (Remote and in-office)

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Supporting dental practices and their patients by resolving inquiries efficiently.
• Handling and addressing customer complaints professionally.
• Ensuring a seamless onboarding experience for new customers.
• Collaborating with internal teams to improve customer support processes.

ASSUMPTION: The role will focus predominantly on customer support within the dental sector initially, given Practi's current market expansion strategy. As the company expands, the role may encompass broader healthcare verticals.

📋 Key Responsibilities

✅ Responding to and resolving customer inquiries efficiently for dental practices and their patients.

✅ Handling customer complaints professionally and accurately, working with our compliance team to ensure we meet regulatory standards.

✅ Supporting new customers during onboarding, ensuring they have a seamless experience.

✅ Identifying areas for process improvements and sharing insights to enhance workflows and customer support.

✅ Collaborating with customer success, product, and engineering teams to keep everyone aligned on customer needs and issues.

ASSUMPTION: The responsibilities listed are presumed to be foundational, with potential expansion to other healthcare sectors as the company grows.

🎯 Required Qualifications

Education: Not specified; however, a degree or related certifications in business, communication, or a relevant field may be beneficial.

Experience: Experience in a customer-facing role, such as customer service, support, or operations, is a plus but not required.

Required Skills:

• Excellent written and verbal communication skills.
• Tech-savviness with the ability to quickly adapt to new tools.
• Problem-solving skills with a detail-oriented and organized approach.
• Proactive mindset with a bias toward action and creative thinking.

Preferred Skills:

• Experience with Intercom or similar customer communication tools.
• Experience in the healthcare or fintech industries.

ASSUMPTION: Candidates should have an interest or background in technology or healthcare fields due to the nature of Practi's business and the specific user interactions involved.

💰 Compensation & Benefits

Salary Range: £29k-£32k p.a. (Dependent on experience)

Benefits:

• 5% annual bonus (discretionary)
• 10% pension contribution
• £600 annual learning & wellbeing budget
• Medical cash plan provision
• 4x life insurance
• 28 days holiday (36 days incl. bank holidays)

Working Hours: 40 hours per week, with flexibility for remote work alongside mandatory in-office days.

ASSUMPTION: Benefits reflect a strong emphasis on personal development and well-being, aligning with Practi's values and culture.

📌 Applicant Insights

🔍 Company Context

Industry: Wellness and Fitness Services

Company Size: 982 employees – offering a supportive yet dynamic environment typical of medium-sized companies.

Founded: 1872, established with a long tradition of innovation in healthcare access solutions.

Company Description:

• Part of Simplyhealth, a B Corp certified company.
• Focus on simplifying and making healthcare accessible and affordable.
• Offers healthcare solutions with extensive industry expertise.

Company Specialties:

• Health cash plans
• Dental plans
• Employee wellbeing initiatives

Company Website: http://www.simplyhealth.co.uk

ASSUMPTION: With its strong historical footprint, Practi combines traditional knowledge with modern tech-driven solutions, appealing to forward-thinking employees.

📊 Role Analysis

Career Level: Entry-level position suitable for individuals starting their career or transitioning into the healthcare fintech sector.

Reporting Structure: Likely to report to a Customer Experience Manager or team lead.

Work Arrangement: Hybrid, requiring both remote work and presence in the Southwark office.

Growth Opportunities:

• Career advancement within a rapidly expanding company.
• Potential to influence product enhancements through feedback.
• Opportunities to work on diverse projects across multiple healthcare verticals.

ASSUMPTION: The role is expected to evolve as the company grows, offering further leadership or specialization opportunities.

🌍 Location & Work Environment

Office Type: Modern startup-style workplace encouraging collaboration and innovation.

Office Location(s): Southwark, London, known for its vibrant cultural scene and connectivity.

Geographic Context:

• Located in a major urban center with diverse transportation options.
• An area known for its mix of traditional and modern business environments.
• Proximity to other major financial and healthcare hubs.

Work Schedule: Standard full-time hours with flexibility to accommodate remote work needs three days a week in-office.

ASSUMPTION: The office's location and style cater to professionals who thrive in dynamic urban settings with a blend of remote and on-site work flexibility.

💼 Interview & Application Insights

Typical Process:

• Initial application screening through Practi's careers site.
• Phone or video interview to assess basic fit and expectations.
• On-site interview to meet the team and evaluate cultural compatibility.

Key Assessment Areas:

• Communication and interpersonal skills
• Technical adaptability and problem-solving aptitudes
• Alignment with company values and mission

Application Tips:

• Highlight experience in customer service roles.
• Showcase adaptability and willingness to learn new technologies.
• Demonstrate enthusiasm for the healthcare fintech industry.

ATS Keywords: Customer Service, Problem Solving, Communication Skills, Tech-Savviness

ASSUMPTION: The assessment process emphasizes cultural fit and potential for growth within a technology-focused, customer-centric environment.

🛠️ Tools & Technologies

• Intercom (preferred)
• CRM tools for customer relationship management
• Collaboration tools like Slack or Microsoft Teams

ASSUMPTION: Practi likely uses common collaboration and customer service software tools to facilitate efficient operations and communication.

👔 Cultural Fit Considerations

Company Values:

• Courage: Acting with bravery and tackling challenges head-on.
• Trust: Cultivating reliability through transparency and integrity.
• Ambition: Continuous striving for excellence and impact.

Work Style:

• Collaborative and inclusive environment
• Focus on delivering customer-centric solutions
• Supportive of continuous learning and growth

Self-Assessment Questions:

• Do you thrive in a dynamic, fast-paced work environment?
• Are you comfortable working autonomously and taking initiative?
• How do you approach problem-solving in customer service scenarios?

ASSUMPTION: The company culture prioritizes innovation, customer focus, and personal growth, attracting individuals aligned with these values.

⚠️ Potential Challenges

• Adapting to rapidly changing industry and company landscapes.
• Navigating diverse customer needs and expectations.
• Balancing remote work with in-office requirements.
• Engaging with interdisciplinary teams across tech and healthcare sectors.

ASSUMPTION: The challenges primarily arise from the company's rapid growth and dynamic working environment.

📈 Similar Roles Comparison

• Similar roles in other fintech companies may offer more technical specialization.
• Positions in healthcare startups might have a narrower industry focus.
• Customer Experience roles in larger corporations may offer more structured environments.

ASSUMPTION: Practi's offering stands out for combining fintech innovation with healthcare, providing unique career growth opportunities.

📝 Sample Projects

• Developing customer onboarding processes for new healthcare product launches.
• Implementing feedback loops to improve service delivery.
• Collaborating with product teams to refine user interfaces based on customer feedback.

ASSUMPTION: Projects will focus on enhancing customer interactions with technology and improving the user experience in the healthcare sector.

❓ Key Questions to Ask During Interview

• How does Practi measure the success of its Customer Experience Associates?
• What are the biggest challenges the customer support team faces?
• How does Practi plan to expand into other healthcare sectors?
• What opportunities for professional development does the company offer?
• How does the company foster a supportive and inclusive workplace culture?

ASSUMPTION: These questions aim to provide further clarity on role expectations and company culture, helping candidates align their goals with Practi's vision.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link.
• Ensure your resume and cover letter highlight relevant experience and skills.
• Prepare for the initial phone or video screening by reviewing common customer service scenarios.
• Familiarize yourself with Practi's current projects and areas of focus.
• Prepare thoughtful questions to ask during later interview stages.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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