Customer Operations Executive

BRIGHTERBOX; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading home services platform in London is seeking a Customer Ops Associate to deliver exceptional customer experience and onboard new cleaners. The ideal candidate is organized, communicative, and eager to take on responsibility. Benefits include work-from-anywhere days and access to coaching. This role offers a pathway for growth in the company.

Benefits

Up to 20 'work from anywhere' days per year

Posh Christmas and summer parties

Sponsored office fun

Access to apprenticeships and formal coaching

Qualifications

• Passionate about delivering an amazing customer experience.
• Incredibly organised and detail-oriented.
• Exceptional communication skills, both written and verbal.

Responsibilities

• Solve queries and problems from customers and cleaners.
• Help with customer complaints and last-minute issues.
• Onboard new cleaners via online calls.

Skills

Customer experience focus

Organizational skills

Critical thinking

Creative problem solving

Exceptional communication

Job description

This award-winning scale-up, based in Farringdon, is the UK market leader when it comes to connecting households and cleaners (kind of like Deliveroo, but for home services). They make it easy for customers to book, manage and pay their cleaner online and have created the best place for cleaners to find work.

They're now 10 years old with over 10,000 customers, 1,500 cleaners and a consistent track record of rapid growth.

They have big plans to replicate this success outside London and in whole new verticals such as gardening and end-of-tenancy cleaning, so they're looking for bright and ambitious people to help make this happen.

This role in Customer Ops is their entry point for talented graduates into the business. Previous joiners have moved up into senior management, become marketing leads and have used the skills they've learned to move into all kinds of great roles.

Your day-to-day responsibilities:

• Solving queries and problems from customers and cleaners via phone, messaging and email; you'll have agency to do the right thing, not follow a script
• Helping to solve thornier issues such as customer complaints or cleaners who need to take time off at late notice
• Onboarding our new cleaners via online calls, listening to their questions and helping to set them up for success
• As you get more experienced, you'll expand your knowledge and responsibilities into any number of areas, for example: using data to match supply (cleaners) with demand (bookings), helping with online help centre content, learning about tradespeople and becoming the main growth person for an entirely new product (like plumbing or gardening!)

About you:

• Passionate about delivering an amazing customer experience
• Incredibly organised and detail-oriented, with outstanding critical thinking and creative problem solving skills
• Exceptional communication skills, both written and verbal
• A positive and high-energy attitude
• Ambition to take on more responsibility and ownership quickly

️ Benefits:

• Up to 20 'work from anywhere' days per year
• Posh Christmas and summer parties
• Tons of sponsored (but not too heavily organised!) office fun
• Access to apprenticeships and formal coaching