Customer Experience Associate

Are you looking to join a talented, diverse team, focused on a life-changing mission at a fast-growing tech startup? If yes, then you are in the right place!

onHand is a marketplace app that allows people to give and get help, whenever and wherever they are. We’re a start-up that’s enabling “on-demand volunteering”. With over 11000 app downloads and 1000's of hours of help now delivered, this is an exciting moment to join us. 

Our focus is using the app to match volunteers with older adults who need help with basic tasks. Things like shopping, tech lessons, help around the house or simply sharing a cup of tea and a chat. 

We are a team on a mission to fundamentally change what it means to grow old. It matters that you’re unique. It matters that you’re great at what you do. And, obviously, it matters how much you care about what we do. 

About the role

We are looking for a highly driven and energetic Customer Experience Associate to join our dynamic team. The Customer Experience Associate is the engine of our Lead Conversion & Onboarding function and we need the right person to come on board and help us help as many people as possible. 

A successful candidate must be motivated by learning new skills and hitting targets. We are expecting you to roll up your sleeves and make a real impact from day one.

What you’ll be responsible for

  • Work with existing customers and our Customer Experience team to ensure the best experience for our customers

  • Be our “first voice” with the customer taking all inbound calls and monitoring in-bound emails and live chat enquiries

  • Conduct outbound calls and other communication to help customers get started and set up with onHand

  • Process the highest quantity and quality of requests for help, so they are live on our app for volunteers to respond to

  • Contact all unqualified leads to understand the opportunity of leads 

  • Work with and onboard the best volunteer’s for onHand older adults and relatives, helping them get matched to opportunities to help and supporting them throughout their volunteer journey


  • Excellent communication skills - both verbal and in writing

  • Incredibly organised and be able to multitask 

  • High energy with a thirst to learn and develop with a Start-up

  • Entrepreneurial spirit and a willingness to go the extra mile

  • The ability to adapt to change quickly in a fast-paced environment


We’re a service business and we know that without the best people, we cannot build the best company which is why we treat our team very well. We can offer:

  • Competitive Salary + target based bonuses

  • 25 days holiday + bank holidays

  • Plenty of socials and team lunches (well, pre-lockdown, still working on remote team sessions!)

  • Work from any location

  • Laptop + iPhone

  • AND a genuine opportunity to be a very key part of a high growth business doing good in the world

Do something you genuinely care about. Join a diverse team of skilled, passionate and progressive people who like to get on with each other. Apply today.


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