Customer Support Associate hybrid
Customer Support Associate hybrid
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Job Description
Our Customer Support team help our customers get the best out of our product. They support our tenants letting agents landlords and other partners activate new plans manage existing plans and arrange payment for charges at the end of the tenancy.
Youll have a varied workload and our focus is on quality rather than just churning out automated responses. Youll still need to work quickly and effectively but youll take the time to really understand what a customer needs and aim for firsttime resolution.
Were recruiting at various levels so were interested in hearing from you whether youre just starting out in Customer Support or if youre looking to take the next step in your career.
What youll be doing
- Respond to requests for help from our tenants agents landlord and other partners over email live chat and inbound calls
- Make outbound calls to proactively contact tenants with pending charges
- Support the end of tenancy process by validating charges auditing the required documentation and documenting next steps as required
- Build an expert knowledge of our processes and workflows
- Work as part of the Customer Support team and liaise with other departments within the business to ensure we provide the best service to our customers
About you
Youll receive plenty of training and development when you start in the role so heres what we look for in our Customer Support team.
- Previous experience providing customer service over the phone and email
- Empathy for our customers with a genuine desire to offer the best possible outcomes for them
- Selfmotivated individuals that take pride in what they do are accountable for their own work and own their learning plan
- Someone comfortable with change able to adapt quickly and show resilience
- Clear communicators who can build rapport and bring their personality to work
- Comfortable navigating various systems processes and workflows
Successful candidates for this role may also have had job titles such as Customer Operations Helpdesk Customer Experience Customer Success Service Desk Contact Centre or Client Support.
Location: Hybrid (1 day a week working from our office in central London)
Closing date: 23 September 2024
Once youve applied youll receive an invite to complete an online assessment. This is an essential component of our hiring process so please complete the assessment before the closing date. You will provide feedback on your application and online assessment after the closing date.
Development & progression
We have a clear structure for growth in the Customer Support team. Youll develop skills to retain our customers strengthen your communication style and improve our product as we continue to grow. There are also lots of opportunities to continue your career either in Customer Support or across the business. Whatever your future holds well work with you on the best options to put you on the right track.
About us
In the UK 5.2 billion is locked up in traditional deposit schemes that offer a poor experience for everyone. Our vision is to change that and make every rental experience positive for landlords agents and tenants.
Our solution allows tenants to secure a new home with a small checkin fee instead of paying for a costly deposit whilst giving landlords up to double the protection of traditional deposits.
Over the last 5 years weve helped over 30000 tenants save 25 million in upfront costs and provided increased rental protection on 2000 properties. As well as improving our core product were identifying testing and launching new innovations to make every rental experience a positive one.
About our benefits
- A starting salary of 25000
- 10% annual bonus
- 25 days annual leave plus an extra day for every year youre part of the team
- Stock options giving you a share of the business
- 1500 personal development budget
- Monthly wellbeing allowance and weekly wellness hour
- Private medical insurance with Vitality
- Regular socials team activities and workshops both inperson and remote
Employment Type
Full Time
