Our Customer Support team help our customersget the best out of our product. They support our tenants lettingagents landlords and other partners activate new plans manageexisting plans and arrange payment for charges at the end of thetenancy.
Youll have a varied workload and ourfocus is on quality rather than just churning out automatedresponses. Youll still need to work quickly and effectively butyoull take the time to really understand what a customer needs andaim for firsttime resolution.
Were recruiting atvarious levels so were interested in hearing from you whether yourejust starting out in Customer Support or if youre looking to takethe next step in your career.
What youll bedoing
* Respond torequests for help from our tenants agents landlord and otherpartners over email live chat and inboundcalls
* Make outbound calls to proactivelycontact tenants with pending charges
* Supportthe end of tenancy process by validating charges auditing therequired documentation and documenting next steps asrequired
* Build an expert knowledge of ourprocesses and workflows
* Work as part of theCustomer Support team and liaise with other departments within thebusiness to ensure we provide the best service to ourcustomers
Aboutyou
Youll receive plenty oftraining and development when you start in the role so heres whatwe look for in our Customer Supportteam.
* Previous experience providingcustomer service over the phone andemail
* Empathy for our customers with a genuinedesire to offer the best possible outcomes forthem
* Selfmotivated individuals that take pridein what they do are accountable for their own work and own theirlearning plan
* Someone comfortable with changeable to adapt quickly and show resilience
* Clearcommunicators who can build rapport and bring their personality towork
* Comfortable navigating various systemsprocesses and workflows
Successfulcandidates for this role may also have had job titles such asCustomer Operations Helpdesk Customer Experience Customer SuccessService Desk Contact Centre or Client Support.
Location: Hybrid (1 day a week working from ouroffice in centralLondon)
Closing date: 23September2024
Onceyouve applied youll receive an invite to complete an onlineassessment. This is an essential component of our hiring process soplease complete the assessment before the closing date. You willprovide feedback on your application and online assessment afterthe closingdate.
Development& progression
We have aclear structure for growth in the Customer Support team. Youlldevelop skills to retain our customers strengthen yourcommunication style and improve our product as we continue to grow.There are also lots of opportunities to continue your career eitherin Customer Support or across the business. Whatever your futureholds well work with you on the best options to put you on theright track.
Aboutus
In the UK 5.2 billion is lockedup in traditional deposit schemes that offer a poor experience foreveryone. Our vision is to change that and make every rentalexperience positive for landlords agents andtenants.
Our solution allows tenants tosecure a new home with a small checkin fee instead of paying for acostly deposit whilst giving landlords up to double the protectionof traditional deposits.
Over the last 5 yearsweve helped over 30000 tenants save 25 million in upfront costs andprovided increased rental protection on 2000 properties. As well asimproving our core product were identifying testing and launchingnew innovations to make every rental experience a positiveone.
About ourbenefits
* A startingsalary of 25000
* 10% annualbonus
* 25 days annual leave plus an extra dayfor every year youre part of the team
* Stockoptions giving you a share of the business
* 1500personal development budget
* Monthly wellbeingallowance and weekly wellness hour
* Privatemedical insurance with Vitality
* Regular socialsteam activities and workshops both inperson andremote