Customer Support Executive

Goodlord; Sheffield; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join an innovative company on a mission to transform the renting experience in the UK! As a vital part of the team, you will engage with customers through live chat, phone, and email, addressing their technical and navigational queries. This full-time role offers the chance to work in a hybrid environment, combining office collaboration with the flexibility of remote work. With a focus on personal and professional development, you'll have access to coaching and a generous holiday allowance. If you're passionate about delivering exceptional customer service and thrive in a dynamic environment, this role is perfect for you!

Benefits

25 days holiday plus bank holidays

3 months fully-paid parental leave

Bi-weekly mental health coaching

Annual development fund

Inclusive workplace culture

Qualifications

• Experience in customer service delivering first-class experiences.
• Ability to learn new systems and switch between platforms quickly.

Responsibilities

• Handle live chat, phone, and email inquiries to resolve customer queries.
• Work cross-functionally to identify and solve technical issues.

Skills

Customer Service

Technical Support

Communication Skills

Attention to Detail

Adaptability

Tools

Zendesk

Salesforce

Job description

Hybrid Role - Based in our Sheffield office 3 days per week

This is a full-time role - Mon - Fri, 37.5 hours per week.

Our mission:

• Two in five people in the UK rent their homes. Goodlord's mission? To provide them with the best renting experience in the world.

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations, and we were confident we could provide a solution.

• Like all scale-ups, it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products, and 350 Goodlordians supporting the mission!

The Opportunity:

• Working on live chat, inbound phone, and email enquiries to solve a wide range of technical and navigational queries for our customers.

• Identifying reasons for both simple and more complex technical queries our customers face - and helping us solve them long term.

• Working cross-functionally with other teams in the business to resolve customer queries.

What we need from you:

• Previous experience of working within a customer service team delivering first-class customer experience.

• The ability to learn new systems and switch between multiple platforms with speed and accuracy.

• Attention to detail with effective written and verbal communication skills.

It would be great (but not essential) if:

• You have experience working within a technical support team.

• You have worked with support tools like Zendesk or Salesforce before.

• You can adapt well to change and be a driver in implementing change.

What's in it for you:

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health.

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals.

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine, and we don’t have time for politics.

What’s next?
If you’re ready to help us provide the best renting experience in the world, then click apply (2-3 minutes)!

A full job spec is available on request.

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment. In fact, one of our core values is Bring our whole selves to work, which is really important to us. If there is anything you need to participate fully in the interview process, we'd like to hear about that too, please just include it in your application. Come and join us!

Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

Regrettably we are not able to provide sponsorship for this role.

No agencies please - we have tried and trusted partners we would turn to should we require support.