About the role

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 and manage existing plans.

You'll have a varied workload and our focus is on quality rather than just churning out automated responses. You'll still need to work quickly and effectively, but you'll take the time to really understand what a customer needs and aim for first-time resolution.

We're recruiting at various levels, so we're interested in hearing from you whether you're just starting out in Customer Support or if you're looking to take the next step in your career.

What you'll 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 customers to offer support
• Support customers throughout their tenancy including validating new memberships and reviewing end-of-tenancy charges
• 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

You'll receive plenty of training and development when you start in the role so here's 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
• Self-motivated 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, Help desk, Customer Experience, Customer Success, Service Desk, Contact Centre, or Client Support.

Location: Hybrid (2 days a week working from our office in Euston)

Development & progression

We have a clear structure for growth in the Customer Support team. You'll 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, we'll 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 check-in fee instead of paying for a costly deposit, whilst giving landlords up to double the protection of traditional deposits.

Over the last 5 years, we've helped over 30,000 tenants save £25 million in upfront costs and provided increased rental protection on 2,000 properties. As well as improving our core product, we're identifying, testing and launching new innovations to make every rental experience a positive one.

About our benefits

• 25 days annual leave, plus an extra day for every year you're part of the team
• 10% annual bonus
• Stock options, giving you a share of the business
• £1,500 personal development budget
• Monthly well-being allowance and weekly wellness hour
• Unlimited mental healthcare and therapy from Oliva
• Private medical insurance with Vitality
• Salary sacrifice pension and financial advice from Mintago
• Regular socials, team activities and workshops, both in-person and remote