Why this role is important to Koru Kids
There’s a lot for parents to get their head around when employing a nanny. DBS checks, employment contracts, payroll… the list goes on and on.
At Koru Kids, we strive to make this process as stress-free as possible. By taking care of the admin, we want to reduce the mental load for working families and give nannies more time to focus on providing amazing childcare.
We are looking for a switched-on Customer Operations Specialist to join Koru Kids. You'll work ‘behind the scenes’, supporting our key administrative processes to ensure our families and nannies have a smooth and seamless experience.
What we’re looking for
You’ll ideally have worked in an operations or administrative role before, but this isn’t essential
You’re focussed, organised and work at a fast pace. You can manage your own time and prioritise tasks effectively
You’re detail-oriented. You’re able to input and update data accurately, as well spot and fix potential errors
You're a problem solver. You're able to gather and interpret information to solve customer queries
You’re able to write clearly and accurately, with perfect spelling and grammar. You’re able to communicate in a way that’s in line with our brand and tone
You roll with it. You understand that startups are unpredictable environments. You are comfortable with a degree of chaos and happy to muck in to get the job done
You’re nice. You get that no player is bigger than the team. You fit right into our culture of supporting and helping each other, whilst improving childcare in London
A typical day
9am - You grab a cup of tea and join the company-wide (video) standup to hear what’s been going on across the business.
9.30am - You check the bookings calendar to ensure we have enough appointments coming up for nannies to show us their DBS documents. You notice that this week’s spaces have filled up pretty quickly! You liaise with the team to organise some more slots and update the availability on the bookings portal.
10am - You crack on with this morning’s bookings. You’ve got video calls with 12 nannies who are all starting new roles in the next few weeks. One nanny is struggling to find a valid document with his current address on, so you advise him to use an online bank statement. He’s super friendly and you can tell he’s going to be a great nanny. You update everything on his account, and move onto the next booking.
11am - The payroll team needs some support with setting up PAYE schemes for some of our families. You hop on the phone to HMRC and check slack whilst you wait to get through to an advisor. Once you get through, you find out one of the families’ details don’t match HMRC records. You make a note to reach out to the family later to get this issue resolved.
12pm - It’s lunch time. You’re working from home, so maybe you’ll pop to the local cafe for a coffee. Perhaps you’ll do some pilates, or do a crossword in the garden.
1pm - You’re back from lunch and there’s a few emails from nannies who need a bit of extra support. One of them is having technical issues with the online form for their DBS check. Another nanny has a few questions about her contract. One of the families has received a letter about enrolling in the pension scheme and doesn’t know what to do about it. You respond to each query carefully and promptly.
2pm - Our Contract Specialist needs an extra pair of hands. There’s quite a few queries from families who want to make changes to the draft contract we have created for them. We need to get them done as soon as we can, to prevent any delays to nannies starting work this week. You pop on your ‘relaxing piano’ playlist on Spotify and go through each query carefully. You ensure you make each amendment as requested and eventually send each one off for e-signing.
3.30pm - You’ve got 9 more video calls to check documents for DBS checks. One nanny has turned up with the wrong document so you go through a list of other documents she could use instead. You take it in your stride while she tries to find one, making sure the other nannies waiting know you will be with them ASAP. She finally manages to find a utility bill and you update everything on her account. She thanks you for being so patient and you move onto the next booking.
4.30pm - We’ve had a lot of families and nannies matched this week, so we need to start ordering new DBS checks. You load up the long list of orders to be placed today. Your attention-to-detail is vital to make sure each order is placed correctly for each person, so you grab another cup of tea and start inputting the data.
5.30pm - You do one last check of your inbox, and reply to a few final emails. It’s been a busy day but you feel a huge amount of satisfaction when you send off that last email for the day. You close your laptop and enjoy the rest of your evening.
Important things to know...
Timing: You need to be able to work at least 20 hours a week, but we have some flexibility on which days and times you work. Your hours would ideally be between 8am and 8pm, due to our standard opening hours. We'd like to have this person join the team ASAP, but we will wait to find the right person.
Location: You can do this role remotely, but you must be living in the UK. Koru Kids is currently based in London but we welcome applications from people outside London too. In fact, over half the Operations Team are based outside of London so we will ensure the role works for you no matter where you are.
Salary and benefits: The full-time salary for this role is £22,600, with room for progression over time. You'll get 25 days paid holiday, plus bank holidays (pro-rata’d for part-time employees).
Employees will also get a MacBook Air and generous allowance for home office equipment. For any parents thinking of applying - we also offer 50% off Koru Kids childcare (up to a value of £7,000 per year).
There are also self-employment opportunities, for those who want to work on a part-time or short-term basis, starting at £10.25 per hour.
Koru Kids is building the world’s best childcare service, starting in London. We believe that every family should have the perfect childcare for their family to flourish.
We’re growing like crazy, are backed by fantastic investors, including top venture capitalists and business angels such as Michael Pennington the founder of Gumtree, and have won a ton of awards for our technology, people and social impact.
Our culture is informal, hard-working and kind. The team is an A++ when it comes to talent but our "no dickheads" rule means we're also a humble and supportive bunch. We’re also really committed to working with integrity, doing the right thing and building a company we are truly proud of.