As an Advisor at Monzo, you will speak to customers on the telephone as well as through in-app chat, social media platforms and email. You’ll be the point of contact for customers who feel particularly disappointed in the service and providing crucial feedback to Monzo on how we can make things better.
This role involves working weekend hours and providing support to vulnerable customers, including those expressing distress, thoughts of self-harm, or challenges related to gambling and substance use. The role requires empathy, resilience, and strong customer service skills. You'll be taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone, so you'll need to be able to call customers, and in app chat.
Serve as a vital bridge between patients, clinicians, and internal teams in a fast-paced, digital-first environment. Manage high-touch interactions across multiple channels, resolve escalated patient concerns, and ensure a seamless experience from scheduling to billing. Requires agility, empathy, and technical fluency, demonstrating sound judgment and professionalism when addressing patient feedback, complaints, or grievances.
Support customers in the optimal use of LGI Health Solutions' software packages, delivering quality customer support on time and within prescribed deadlines. Process and resolve queries quickly to achieve the level of service negotiated with customers. Provide first-level customer service by creating and handling requests and documenting them.
As a Care Expert, you will transform member requests into delightful experiences by providing meaningful solutions, swift responses, crystal-clear information, and transparent guidance. You'll master the French healthcare system and the unique needs of Alan's B2B partners, turning complex healthcare questions into human experiences. You'll dedicate time to member support and driving innovative Care projects, such as process excellence and team impact through project leadership opportunities.