Customer Experience Officer

Be part of something bigger. At HERO, your work isn’t just customer service; it’s helping save lives. As part of our team, you’ll be the first point of contact for people learning life-saving skills through HERO, and you’ll also support Tiny Hearts, our sister company dedicated to helping parents protect their little ones.

This is a great opportunity for someone early in their career who loves helping people and wants to grow in a supportive, purpose-driven environment.

Here, you’ll enjoy flexibility with one WFH day each week, monthly RDOs, and a culture that celebrates its people: think team days, epic conferences, inspiring leaders, and Christmas parties that everyone looks forward to.

The Role

As our Customer Experience Officer, you’ll be the heartbeat of our customer interactions. Your mission: make every customer feel valued, understood, and supported. You’ll play a pivotal role in ensuring our service delivery is world-class, contributing to continuous improvement and helping shape our customer experience strategy.

Examples of day-to-day tasks include:

Responding to customer enquiries via phone, email, and chat

Helping customers with bookings, course information, and general questions

Supporting HERO + Tiny Hearts customers

Learning our systems and processes to deliver a smooth, friendly experience

Administration tasks

We’ll provide training and ongoing support to help you succeed.

About You

You’ll thrive in this role if you are:

Obsessed with delivering above-and-beyond service

A natural problem solver who can think on your feet

An exceptional communicator who engages confidently with all kinds of customers

A collaborative team player who thrives in a fast-paced environment

Highly organised with strong time management and attention to detail

Patient, empathetic, and an active listener

Comfortable on the phone, quick on a computer

Why Join HERO?

Flexibility: Enjoy one work-from-home day each week to balance life and work.

Impact: Every day, your work helps save lives. That’s purpose you can feel proud of.

Culture that celebrates you – Led by inspiring female leaders, we’re a team that supports, uplifts, and celebrates together. Think regular team days, epic conferences, special activities, and unforgettable Christmas parties.

Monthly RDOs, plus we shut down over Christmas and New Year so you can recharge.

Growth & recognition: Opportunities to learn, develop, and advance, while being recognised for the work you do.