Customer Support & Retention Representative

Story Terrace Inc.; United Kingdom; Hybride; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Free Gym Membership

Monthly Team Lunches

Company socials

Central Office Space

Hybrid Work Policy

25 days off + bank holidays

Résumé du poste

Housr is seeking a Customer Support & Retention Representative to support students with finding homes and managing utilities. You’ll handle inquiries by email, chat and phone, delivering a best-in-class experience and acting as the first contact for escalations.

You will own cancellation and retention initiatives, understand the energy and bills splitting market, and help customers stay informed of options when they consider leaving. Hybrid work in the UK.

Qualifications

• Passion for helping people and solving complex queries.
• Excellent written and verbal communication.
• Highly organised with strong attention to detail.
• Able to learn quickly in a fast-changing startup.

Responsabilités

• Support customers via email, chat and phone with a superb experience.
• Be the first contact for escalations and work with across teams.
• Lead cancellation and retention efforts to reduce churn.
• Develop understanding of energy and bills splitting market to explain value.
• Assist seasonal customer needs during academic year cycles.

Connaissances

Customer empathy

Communication skills

Problem solving

Multi-channel support

Attention to detail

Organisation

Retention mindset

Description du poste

About Us

Housr is a hyper-growth tech startup on a mission to revolutionise student rental. We were formed after our co-founders, Harry and Ben, experienced the pain-points of renting a house while at university, and knew that there had to be a better way. We're now live in 12 UK cities, with many more to go. We're scaling fast across the UK and doubling down on our US expansion. In 2023 we were recognised by Tech Climbers as a rapidly scaling tech company, and we've recently been ranked #2 in BusinessCloud's PropTech 50 for 2026.

As a Customer Support & Retention Representative, you’ll be the heartbeat of our customer operations, helping support students with finding homes and managing their Housr utility packages. You’ll combine a customer-first mindset with problem-solving instinct to help deliver a best-in-class experience for all our users.

About the Role

• We’re looking for a Customer Support & Retention Representative to help support Housr’s growing base of customers that have subscribed to a utilities management package.
• You’ll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience.
• You’ll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries.
• You’ll lead our cancellation and retention efforts, handling customer cancellation requests head-on to find "save" opportunities, and using these insights to actively reduce churn across the business.
• You’ll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave.
• You’ll be supporting customers in different ways depending on the time of year - autumn to spring will be all about helping students find a home for the next academic year. In the summer, you’ll help them with getting their utilities up and running, ahead of move-in.

About You

• You’ll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries.
• You’ll have excellent communication skills, written and verbal, and an ability to work well under pressure.
• You’re highly organised and can demonstrate your attention to detail.
• You’re motivated and ambitious. You are capable of learning and adapting in a fast changing startup environment.
• You are skilled at turning a "no" into a "yes." You know how to actively listen to a customer’s reasons for wanting to cancel, unpack their frustrations, and confidently present solutions or alternative options to save the account.
• Prior experience in a busy, multi-channel customer facing or Sales role is a bonus, but not required.

Compensation, Perks & Benefits

• Salary - Market Competitive (We’re happy to disclose our benchmarked bandings during the interview process)
• Holiday - 25 days off, plus bank holidays each year
• Free Gym Membership - Keep fit, with free use of a local gym in the city centre
• Monthly Team Lunches - At the end of each month, we all grab lunch together as a team, and also have the afternoon off to focus on ourselves
• Company socials - A chance to let our hair down as a team. Past socials have ranged from paintball to ping pong tournaments - we’re quite competitive!
• Central Office Space - Brand New Central Office Space!
• Hybrid Work Policy - We’re big advocates of in-person collaboration. We’re in the office four days a week, with Thursday as a team-wide work from home day.

Interview Process

• First Stage - Exploratory screening call with our Operations Managers (30 mins)
• Second Stage - We’ll set you a take home task, requiring no more than 2hrs of your time. We’ll make it fun, we promise. We’d then like you to present your task to us F2F:
  • Part 1 - A chance for you to walk through your take-home task and for us to ask questions (30 mins)
  • Part 2 - Wider ranging questions about your experiences and motivations for working at Housr, approaches to certain scenarios, working style and what you’ll bring to this role (30 mins)
• Offer - If we think it’s a good fit, we’ll make you an offer!