Customer Support Executive - Sheffield (Hybrid)

Goodlord; Sheffield; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

25 days holiday (plus UK Bank holidays

Fully-paid time off for new arrivals

Bi-weekly coaching for mental health

Development fund for growth

Job summary

Goodlord is seeking a customer operations professional to join our Sheffield team, working 3 days in the office and 2 days from home. The first five weeks are full-time in the office for training, with 37.5 hours per week (Mon-Fri, 9:00–17:30) and occasional Saturdays.

Salary is £26,900 with an OTE of £27,700; start date is Tuesday 24th November 2026. An AI assistant Lily is used in the recruitment process.

Qualifications

• Experience in fast-moving contact centres.
• Ability to meet targets with accuracy and care.
• Customer-centric mindset with attention to detail.

Responsibilities

• Progress referencing applications and generate reports per KPI.
• Help tenants secure their homes by meeting targets.
• Support customers via phone, live chat and email with high accuracy.

Skills

Contact centre experience

Hospitality experience

Job description

Location - This role is based in our Sheffield office 3 days per week with 2 days working from home. Please note: The first FIVE weeks will be full time in the office for training

We're open to two different profiles for this role:

Profile 1:

• Someone with previous contact centre experience

Profile 2:

• A recent college leaver or graduate with hospitality experience looking to take the next step in their career

Full training is provided so if you're looking for a fresh start or a move into a new industry, this could be a great fit for you.

Working hours - 37.5 hours per week (Monday-Friday, 9am-5.30pm with very occasional Saturday working)

Salary - £26,900 (Year 1 OTE of £27,700)

Start Date - must be able to start on Tuesday 24th November 2026

As part of our recruitment process, we use an AI assistant called Lily to carry out an initial phone call. It takes just a few minutes and allows us to progress suitable candidates faster, including outside normal working hours.

Our mission:

• Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting

• 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:

• Pro actively working to progress referencing applications ensuring reports are generated for our customers in line with our KPI measurements

• Helping tenants to get their dream home through meeting and exceeding targets.

• Professionally supporting our customers with high levels of accuracy (this is super important) with great care and diligence via phone, live chat and email.

What we need from you:

• Previous experience working in a highly targeted and fast-moving contact centre is highly desirable - we will prioritise applications with this experience, but it isn't essential

• Customer centric mindset allowing you to quickly identify and understand the needs of our different customers

• Have great attention to detail and can easily identify inconsistencies

It would also be great if:

• You have previous experience in conducting credit or ID checks or working within the lettings industry

• you're super organised and have proven your ability to prioritise effectively

Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here's a few favourites amongst Goodlordians (check out our careers page for more info).

• 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?

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.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

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.

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