Location: Finsbury Business Centre, Clerkenwell, Central London, UK

Reporting to: Customer Operations Manager

Contract terms: Permanent, full-time

Compensation: £28,808 per annum, plus 3% pension

About

As one of the UK’s top digital charities, we’re specialists in using technology to drive social change.

We work across communities and with public and private sector organisations to ensure full-time unpaid carers can access a vital break to support their mental health and wellbeing. 88% of our service users say they couldn’t have taken a break without us.

In 2024, we grew to 30,000 registered carers and matched 7,000 to donated hotel breaks, equivalent to £2m of gifted inventory. As our social innovation gathers speed we are seeking to grow our customer service team to better support our community partners who refer carers to Carefree and deliver 10,000 breaks in 2025.

Purpose of role

To provide a consistently high level of customer support to all our users by addressing queries across various communication channels, while also offering dedicated support to carers and collaborating with our community partners to help more unpaid carers secure their ideal break away.

As part of a small customer operations team, you will need to develop a thorough knowledge of our operating systems and digital tools to quickly respond to our users needs and resolve any issues they may be facing.

The role is full-time, 40 hours per week, operating on a hybrid working model with a mix of remote work and two days per week in our office in Farringdon, London. Standard hours are 9 AM to 5 PM, Monday to Friday, with flexibility to adapt depending on company requirements.

Key objectives

Handle all ranges of interaction with our users via email, live chat, social channels, and phone
To process carers' registration, manage booking requests, and support our Community and Hospitality partners across a number of communication channels
Support Customer Operations Manager with new projects
Support our Community Manager with daily account management tasks

Areas of responsibility and ways of working

Manage Carefree’s accounts to respond to incoming inquiries and customer support requests (via phone, online chat, email etc)
Process all booking requests and manage any changes as needed
Communicate with our Hospitality Partners regarding any carer special requests
Manage carers' registration process, approved the relevant documentation, and follow up on the ones that have not yet been completed
Flag incidents / issues / key feedback for improvements with Carefree’s platform to the tech team.
Listen and learn about our users’ experiences and feedback to your line manager
Monitor Post Break responses and action any complaints immediately
Approaching every situation with an open mind to ensure the best possible solution
Being involved with new projects and constant improvement of our platform
Ensure effective management of any complaints and safeguarding matters, risk assessments, and case reporting to relevant bodies.
Manage inquiries from our Community Partners, providing timely and accurate responses to their questions and requests for support.
Assist the Community Manager in fostering strong relationships with Community Partners, ensuring they are well-informed, supported, and equipped to collaborate effectively.
Support outreach initiatives to expand our network of Community Partners and raise awareness of our services.
Work with an open and generous spirit to provide support to Carefree colleagues as and where appropriate and useful.

Good communication skills
Have an interest in helping people
Like working as part of a team
Time management skills and ability to organise and manage multiple priorities
Good IT skills are essential
Able to work in a fast-paced environment
Attention to detail

Experience working with customer support would be great, but not essential
Lived-experience of providing unpaid care would also be an asset

23 days holiday allowance plus bonus days over the Christmas period
A monthly wellbeing day and menstrual leave when needed
Generous maternity, paternity and adoption leave
Up to 3-months working from abroad each year
Annual Code App Membership for discounts across the hospitality sector
£500 annual professional development budget

Hiring Process:

Applications will be reviewed for fit and given an initial accept/reject
Successful applicants will be invited for a 20-minute phone screener
Applicants who pass the phone screener will be invited to submit a written exercise
Applicants who pass the phone screener will be invited for an in-depth, 90-minute interview (in-person or remote, as appropriate)
Optional: Additional interview with another Senior Manager at Carefree
Final offer discussed and made to successful candidate

We are an equal opportunities employer and firmly believe that diverse teams create better work. As such we welcome a broad range of perspectives, approaches and background in applicants.

We will offer interviews at times that suit you, so if you have children, caring duties, or have to travel after work we’re happy to offer these at convenient times outside of work hours. We can support travel costs outside of London if we take you to an interview stage.

Please note, this job description is subject to annual review to reflect changes to internal and external factors.

This position is being advertised on a rolling basis. Please submit your CV and cover letter explaining why you are a good fit for the role.

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