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Customer Experience Associate, UK

ScanCom International S.A.

Job Overview

Location

London, Connecticut, USA

Job Type

Full-time

Full Job Description

📋 Description

• Be the human heartbeat of Scan.com. As Customer Experience Associate you are the first and last voice our patients, referrers and imaging-centre partners hear. Every interaction you have—whether a reassuring call to a nervous MRI patient, a live-chat with a GP who needs a same-day CT slot, or a quick email to an imaging centre to confirm a booking—directly shapes the reputation of a company that is already processing hundreds of scans daily and growing 300 % in 2024.
• Own the end-to-end patient pathway. From the moment a booking lands in our system to the second the final report is delivered, you shepherd each case through scheduling, pre-scan instructions, insurance authorisation, arrival logistics and post-scan follow-up. You keep meticulous notes in our CRM so nothing falls through the cracks and every stakeholder has real-time visibility.
• Master multi-channel communication. One minute you’re on the phone calming an anxious parent whose child needs an ultrasound; the next you’re in a live-chat troubleshooting a consultant’s portal login; then you’re crafting a concise email to an imaging site to release an urgent slot. You tailor tone, language and channel to the audience while maintaining Scan.com’s friendly-yet-authoritative brand voice.
• Protect patient data like a vault. You follow GDPR and Information Security protocols to the letter—verifying caller identity, redacting sensitive details in internal notes, and escalating any potential breaches immediately. Your vigilance keeps us trusted by patients, clinicians and regulators alike.
• Solve problems at lightning speed. When a scanner goes down or a referrer uploads the wrong form, you triage the issue, loop in the right internal team, negotiate alternative slots with imaging centres, and communicate the fix to the patient—all while keeping average response times under our SLA.
• Champion continuous improvement. You spot patterns—maybe a certain insurer always rejects a specific CPT code—and surface them to Product and Ops. You beta-test new scheduling features, document bugs, and suggest workflow tweaks that shave minutes off every booking. Your ideas have a direct line to the Head of Patient Services and can be live within days, not quarters.
• Collaborate across Scan.com’s ecosystem. You’ll sync daily with our marketplace team to balance B2C demand, align with B2B account managers on referrer SLAs, and join stand-ups with Engineering when new portal features launch. Your feedback loop ensures the voice of the customer is baked into every product decision.
• Hit and exceed measurable targets. We track CSAT, first-response time, booking-to-scan conversion, and QA error rates. You’ll own your dashboard, celebrate wins, and dive into root-cause analysis when metrics dip.
• Grow with us. In year one you’ll master our 10 scan types and 200 imaging-centre network; by year two you could be mentoring new associates, owning a referrer vertical, or specialising in complex paediatric bookings. Our rapid scale means your role evolves as fast as you do.

🎯 Requirements

• Demonstrated experience in a customer- or patient-facing role (healthcare, hospitality, tech support, or similar high-volume environment)
• Superb verbal and written communication skills with the ability to explain complex processes simply and empathetically
• Strong analytical thinking and multitasking ability—comfortable toggling between phone, chat, email and internal systems without dropping the ball
• Proactive, self-starter mindset with a track record of meeting or exceeding individual and team SLAs or KPIs
• Empathetic nature and genuine desire to improve patient outcomes
• Previous start-up or high-growth scale-up experience is a strong plus

🏖️ Benefits

• Join a profitable, VC-backed scale-up on a 300 % growth trajectory in 2024—real equity upside and career-defining exposure
• Fast, transparent interview process: 30-minute intro call, 45-minute hiring-manager interview, scenario-based assessment, then offer—no endless loops
• Work in a culture committed to diversity and inclusion where every voice is heard and every employee can bring their whole self to work
• Continuous learning budget and clear progression path from Associate to Senior, Team Lead, or specialist roles across Product, Ops or Account Management
• Hybrid London base with flexible hours and the autonomy to manage your own schedule while hitting team SLAs

Skills & Technologies

Junior

Onsite

Hybrid

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ScanCom International S.A.

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About ScanCom International S.A.

ScanCom International is a Luxembourg-headquartered global manufacturer and supplier of outdoor furniture, garden accessories, and related lifestyle products. Established in 1976, the company operates design, production, and distribution facilities across Europe, Asia, and the Americas, serving retail chains, garden centers, and e-commerce platforms under brands such as LifestyleGarden, Royal Garden, and others. Its portfolio emphasizes sustainable materials, FSC-certified hardwoods, and recycled plastics, and it holds compliance certifications for environmental and quality standards. The group manages end-to-end supply chain capabilities, from raw material sourcing to final delivery, supporting customers in over 40 countries.

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