Customer Support Executive

Honest Mobile; Greater London; Hybrid; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Hybrid-first working environment

Private medical insurance

Group Life insurance

Cycle to Work

Job summary

Honest Mobile is a UK-based mobile network aiming to set a bold new standard for customer support. You’ll join the customer support team, helping customers via chat and email and driving improvements across our service.

You’ll focus on clear communication, problem solving, and a passion for technology while supporting a sustainability-minded brand with a strong mission.

Qualifications

• Experience interacting with consumers and delivering great customer service.
• Enjoy talking to people and helping solve their problems.
• Strong writing skills to explain technical topics clearly.
• Interested in technology and comfortable with new devices.
• Love solving problems and trying new things.
• Care about sustainability and the planet.
• Believe in Honest Mobile's transparent, community-focused approach.

Responsibilities

• Assist customers via instant chat and email to ensure delight.
• Proactively communicate with customers about potential issues.
• Help maintain high Net Promoter Score and quick response times.
• Improve processes and automate where possible.
• Write and update FAQs and support articles.

Skills

Customer service

Clear written communication

Tech-literate

Problem solving

Team player

Job description

Hello, we’re Honest.

The clue’s in the name: we’re the network doing mobile right.

We’re on a mission to set a bold new standard for mobile (and drag a broken industry into the future while we're at it).

It started with Classic SIM, our essential everyday SIM that includes bills that drop, support in seconds, and a shrinking carbon footprint.

Thousands of happy customers joined us. But we knew people still faced two big problems: rubbish signal and expensive roaming.

So we built Smart SIM, our game-changing back-up eSIM giving you unbeatable signal and free global roaming. Whenever you lose signal or go abroad, you can switch to Smart SIM in just a few taps for 500+ essential apps on EE, O2, Three and Vodafone, plus hundreds of networks worldwide.

Now we're proud to have more than 100,000 customers on our journey.

We’re also the UK’s first B Corp mobile network, a carbon-negative company and member of 1% for the Planet

But building the world’s best mobile network requires having the right people to help us do it. That’s where you could come in.

Like the sound of Honest? Read on. This could be the start of something exciting

Role overview

The telecoms industry is known for its terrible customer support. At Honest, we're changing that, with a team of people who genuinely care, supported by the best tools and technology. You’ll be the newest member of our customer support team, and will be an integral part of the future of Honest Mobile.

What you’ll do

• Help Honest Mobile’s customers with anything they need and make sure they are delighted, even when something hasn't quite gone to plan. You’ll be their first point of contact on instant chat and email.

• Take ownership of and be proactive with communications to customers where you can see potential problems.

• Help maintain and improve our customer support scores and processes:

  • Our Net Promoter Score is the best in the mobile industry (over 70) and our Trustpilot Rating of ‘Excellent’ puts us at the front of the pack. You will be helping to delight our customers and improve our customers’ experience

  • We respond to customers in seconds rather than letting them wait on hold - being quick and friendly is very important to us

• Work with our team to improve processes for our teams, and provide feedback to help automate them where possible

• Help write and update FAQs and support articles for our most common questions to help customers find the information they need

Hours

40 hrs /week shift pattern including some evenings, weekends and bank holidays

While we’re helping you get up to speed, your hours will be focused on the core working week, 9-6, Monday to Friday.

Once you’re up to speed, your 40 hours a week will be across our operating hours of 8am until 7.30pm, and covering one weekend in every three as part of those hours.

Location

This is a UK only based role. If you're based near London we work in a hybrid-first environment, and come into the London office at least one day per week. If you're further afield in the UK, you can work full time remotely - with a trip to the London office typically every quarter (on us).

About you

You might be a graduate, you might not be. You might have years of work experience, you might not. We're looking for someone to help make sure our customers keep being the happiest mobile customers around.

• You have experience interacting with customers - mostly consumers - and providing them great customer service

• You enjoy talking to people, understanding their problems and helping to get them fixed for them

• You’re a good writer and can explain complex topics clearly and simply to anyone, particularly those who are less comfortable with technology

• You're excited about technology, are comfortable using and understanding tech and are happy explaining things to non-technical people

• You like solving problems

• You love getting your hands dirty and don't mind trying out new things

• You care about sustainability and making our planet a better place

• You see the potential in bringing Honest Mobile's transparent, community-focused approach to hundreds of thousands of people

Support during the process

If you have a disability, health condition, or any access needs and would like us to make adjustments to our process, please let us know. We’re happy to work with you to make sure you have what you need to take part fully and comfortably. Email Fi, our Head of People & Impact. She’s here to help.

UK work eligibility

We can only accept applications from those eligible to live and work in the UK. We are unable to sponsor visas for this position.

What you’ll get in return for all your hard work?

Salary

• Outside of London: £28,000 - £29,000

• London based: £31,000 - £32,000

Ownership in Honest through our EMI option scheme

33 days of annual leave including all the bank holidays + an extra day each year you stay with Honest

Your birthday off each year on us!

A hybrid-first working environment with at least 1 day per week in the London office

An Honest sim, and refurb phone on us

1 paid volunteering day each year

Wellbeing budget through Heka

Cycle to Work scheme

£500 annual learning budget

Regular in-person team socials

Private medical insurance

Group Life insurance

Enhanced and inclusive parental leave

Dedicated period and menopause leave

Why join Honest?

Backed by top investors including DMGV, WAYRA, Ascension and TinyVC

Being part of a talented team that likes to have fun

Fast-learning, entrepreneurial environment where we focus on supporting your growth and personal development

Opportunity to help shape the future of Honest

We'll provide you with all the tools and technology you need to do your best work

Working for one of the UK’s top rated mobile networks on Trustpilot

Make your mark at the UK’s most ethically rated and highest scoring B Corp mobile network

Diversity, inclusion, equity and belonging at Honest

Here at Honest, we’re all about doing the right thing, especially when no one’s looking.

That includes building an inclusive environment where everyone feels like they belong and proud to be their true selves everyday. We’re committed to providing the support our team needs to thrive and do their best work.

We believe it’s our differences that make us stronger and celebrate diversity in the Honest team. Learning from one another’s unique experiences, perspectives and ideas is how we win.

That’s why we strongly encourage applications from all walks of life. So no matter your ethnicity, sexuality, gender identity, disability, neurodiversity, caregiver status, economic background or anything else, we welcome your application.