Care Expert

Care Expert at KareHero

Old Street, London

Salary: up to £30k

About KareHero

KareHero is building technology to reshape care navigation and support outcomes across healthcare and financial wellbeing.

We are entering a critical phase of growth - evolving from a seed-stage, founder-led startup into a globally scalable business as we move towards Series A. Our front-line team, that speaks to unpaid carers everyday, is growing!

Overview:

As a Care Expert, you will be a trusted guide for caregivers navigating the complexities of the care journey. This role requires a blend of empathy, expertise, and problem-solving skills to provide clear, practical, and unbiased advice during some of life’s most difficult decisions.

You will independently manage a caseload, offering personalised action plans and hands-on support to caregivers facing complex care needs. After completing our comprehensive onboarding program through Kare Academy, you’ll be equipped with the knowledge and tools to make a meaningful impact on caregivers and their families.

Who you are:

• Has proven experience in customer-facing roles, ideally in healthcare, social care, or a fast-paced startup environment.
• Is highly empathetic and compassionate, with the ability to support caregivers in challenging circumstances.
• Excels in communication, with strong interpersonal and conflict-resolution skills..
• Thrives in a growing and evolving environment, demonstrating adaptability and a track record of success during times of change.
• Is comfortable using CRM and CX systems (e.g., HubSpot, Zendesk, Intercom) or learning new tools and technologies.
• Is eager to grow within an early-stage Care Team, developing expertise in care coordination, advocacy, and relationship management.
• Has knowledge of local authorities, social care structures, and/or working with vulnerable clients.

What the job involves:

• Handle inbound and outbound communications via phone, email, and digital channels to support users on the KareHero portal.
• Be a key contact for our users and supporting them through their care journey (e.g. Conducting care searches, advising on funding and helping users to understand their entitlement to care-related benefits). Own the care recipient relationship. Proactively reach out to care recipients, their representatives, and carers to ensure the smooth running of our relationships
• Conduct personalised, needs-based conversations to onboard new users and provide ongoing support.
• Encourage engagement and customer growth through proactive outreach initiatives that enhance user satisfaction.
• Maintain accurate records of client interactions, document actions taken, and ensure timely follow-ups. Monitor and ensure the quality of care for care recipients, as well as their general health and circumstances. Escalate issues to the clinical team when needed. Be the point of contact for queries and concerns from care recipients and their representatives, including the management and investigation of conflicts and incidents
• Participating in regular training and audits to stay current on legislation, regulations, and best practices.
• Collaborate with the wider team to provide feedback, shape service delivery, and contribute to product improvements. Track and achieve all relevant key performance indicators (KPIs) for successful business operations, supporting the whole business deliver its growth targets
• Drive measurable success in user engagement, satisfaction, and positive outcomes for caregivers and their families.
• Develop an understanding of each care recipients’ situation, in order to deliver the optimum level of support. Identify the needs of each stakeholder involved in a care relationship and ensuring each receives the highest standard of service

Location: Hybrid, you will be required to work in the Old Street office at least 2 days per week.

Application Process:

1. Screening call with Richa, our Talent & People Lead, to understand your motivation to join KareHero and tell you about us (30 mins)
2. Take-home task to get an understanding of your skills - we do not expect you to spend any more than an hour on the task.
3. Interview with Ling Chan (Ops Excellence Lead), the Hiring Manager, to discuss your completed exercise and assess job-related skills (1 hour)
4. Final interview with Ling and another member from the senior leadership to assess the cultural competencies fit with KareHero (30 mins)

We welcome applications from all backgrounds and perspectives and we can offer interviews at times that suit you if you have caring responsibilities, or find it hard to take time off work. If you consider yourself to be disabled under the Equality Act 2010 and would like to discuss reasonable adjustments for any part of the interview process then please simply flag this within your application.