Partner Operations Job Description

Overview:

• Full time/Start in January 2019 but ideally you’ll pop in for a few days in December
• Sanctus employee no.8
• Mission led, values driven business transforming mental health.

Description

Our vision is to put the world’s first mental health gym on the high street, but right now we’re putting Sanctus in the workplace. With people spending more time than ever at work and work having a huge impact on people’s mental health, we are incredibly passionate about mental health in the workplace.

Sanctus currently works with businesses to provide Sanctus coaching and creates a safe space within a business for people to talk about their mental health.

In this role, we’re looking for someone to give Sanctus users a seamless experience that helps them get their 45 minutes session with a Sanctus Coach. Right now, this job combines two focuses. Operations delivery and customer service. Our view is that you’ll grow to focus on one as Sanctus matures. But for now, we need someone who can help on both.

We never take for granted just how brave Sanctus users are. Owning your mental health and choosing to take time out of your work day to talk to a coach is a huge step towards being the most authentic version of you.

When things go wrong, people can’t find their coach or their session time isn’t in their diary, barriers are created to people finding their safe space. Your role will be focused on getting the Sanctus user to their session and ensuring the experience feels as easy as opening up to one of our amazing coaches.

Alongside this, you’ll help us to deliver our operation seamlessly. Tickets will come from both users and coaches. Dates need to be moved, planned and you’ll be our Sanctus coaches first port of call for organising their diaries and managing our ever-growing timetable of coaching days.

The right person for this role

Customer service will be your bread and butter. You know how to be warm and friendly whilst still being direct and clear in your communications. You’ve had experiences dealing with customers, getting through tickets or a to-do list that needs in the moment action. You’ll help us build our ‘customer service’ philosophy and will be our eyes and ears into what problems are facing Sanctus users.

You’ll be good at organising your own time as well as the schedules of others. You’ll be a prioritisation master, with a keen eye for what is urgent and what can be worked on later.

Naturally, you’ll love our mission and be passionate about mental health. But we want to hear from you on how you can help grow our business and that you’re passionate about supporting the Sanctus user in their mental health journey.

Responsibilities

• Owning the Sanctus ‘Customer Service’ desk. Answering tickets via email and being available by phone for urgent needs from users
• Managing incoming queries from Sanctus coaches on date swaps, availability changes and last minute ‘fires’ (sickness, lateness, miscommunication)
• Managing our coaching day timetables — being our eyes and ears for Sanctus in the workplace
• Helping to create the Sanctus ‘Customer Service’ philosophy. You’ll work alongside the Partner Team and Vic, our Head of Ops, to sculpt how we talk to users and build policies to help our operation run smoothly
• Reporting on attendance and trends across our uptake of partner days

Life at Sanctus

Salary — £24k

● Currently we’re a full time team of 10.

● We have 30 coaches who are self-employed but feel very much a part of our team, so in total we’re 40 strong.

● Our home is in the Tea Building, Shoreditch and we work out of the ustwo Adventure space alongside companies like unrd, UpTree, Tribe and others.

● We have a very open and receptive culture towards mental health and you might find us talking about the meaning of life or the use of psychedelics in therapy over lunch.

● We have our own Sanctus Coach that provides 1:1 coaching for our team, this is a space to talk about absolutely anything you want and it can be personal or professional. Nothing is ever fed back to Sanctus.

● We also run monthly Sanctus Groups where we reflect on our own mental health as a team — this is for our coaches and our HQ team.

● We have regular socials that don’t just mean drinking, but we do like to go to the pub too.

● Employees have 25 days holiday which they are encouraged to take.

● We have a flexible approach to set working hours and appointments in the day etc.

● As a business we are profitable and growing sustainably with no investor pressures, we’ve raised no institutional money and are very much in control of our own destiny.

How to Apply

Up for joining the team? Send us the below to applications@sanctus.io

A CV tailored to show us your relevant experience and suitability for the role

A video of no more than 2 minutes stating how long you’ve followed Sanctus, your connection to mental health and why you’re the right person for the role — Please upload this to wetransfer and send the link in your application email

A word document containing the answers to the following questions

• Give an example of a time when you handled a tricky situation with a customer/supplier/partner
• When was a time you went the extra mile to help someone?
• Tell us about the best customer service experience you ever had. What made it great? Get specific and paint a picture for us
• Tell us about a time you had to solve a complex problem and make a decision on how to move forward
• What else should we know about you? Who are you outside of work?

Applications close Monday 26th November