Operations Executive Operations · Hitchin

Zero Deposit; Hitchin; On-site; GBP 24,000 - 28,000; Full time

Job summary

Zero Deposit is on a mission to revolutionize renting and is seeking an operations executive. This pivotal role involves guiding customers through the claims process, enhancing service quality, and contributing to an ambitious team's goals for a superior end-of-tenancy experience by 2024. Enjoy a supportive work environment and benefits including flexible working, additional leave, and life insurance.

Benefits

Up to 30 days annual leave + bank holidays

Additional day off for your birthday

Flexible working arrangements

Mental health, leadership, and life coaching

Life insurance (UK Only)

Company pension scheme

Referral, wellness, and volunteering program

Qualifications

• Maintain control of telephone calls efficiently.
• Listen and respond to customer points effectively.
• Read and understand tenancy agreements quickly.

Responsibilities

• Handle claims and customer queries primarily via phone.
• Deliver high customer satisfaction while adhering to compliance.
• Assist in administrative tasks as needed.

Skills

Communication

Decision Making

Job description

About Zero Deposit

Renting a new home can be stressful and expensive. At Zero Deposit, we’re changing that.

We give tenants an alternative to expensive security deposits, allowing them to spend their money on the things they love.

We are a market-defining business on a mission to make renting easier, faster and fairer. We will only do that with an exceptional team, a market-leading product and an amazing customer experience.

About the Role

Salary:£24,000 - £28,000

If you’ve ever rented and felt the process of moving out of your flat and dealing with your deposit is hard work, you’re not wrong. At Zero Deposit our Operations Team’s mission is to deliver the best end-of-tenancy experience in the industry, by the end of 2024.

As an operations executive you’ll be the first line of contact for our customers when they're looking to make a claim. You'll help guide them through the process of setting up a claim and handle claims that need to be paid quickly.

You’ll spend your days speaking with landlords, tenants and letting agents resolving claims yourself and ensuring fair outcomes.

We’re an ambitious team who want to improve the service we’re providing to the best in the industry. If you’re looking for an easy job where you don’t have to think this might not be the role for you. But if you’re looking for a challenge that can push your career forward then please do apply.

Responsibilities

Helping customers who want to claim

• You'll be responsible for answering calls from customers who want to claim or need help disputing a claim. This will be a primarily phone-based role, so communicating well is key.

• Where you can give customers an answer on the phone about their claim, you'll do this. However, with more technical queries you'll work with our Claims Handlers to ensure we provide an answer quickly.

Delivering to a High Standard

• We measure performance against our internal standards as well as compliance requirements, like caller verification.

• We'll measure you on customer satisfaction from the interactions you have with landlords and tenants.

Helping our support team to manage key administrative tasks.

• Processing administrative requests from tenants, landlords and agents and helping us to ensure great service even outside of your specific remit.

About You

To do this job you need to be able to

• maintain control of a telephone call and provide the right structure to get to an outcome efficiently.

• listen and respond to the points customers make

• read technical documents like tenancy agreements and understand them quickly.

• look at documents, take into account the training we've given you and make decisions based on that training.

• write and speak English well

• Take ownership of your workload and work independently within the priorities and framework that we set out.

• Build relationships with the people you work with (both inside and out) of Zero Deposit.

Benefits You’ll Get From Us:

In addition to your salary, we offer the following benefits.

• Up to 30 days annual leave + bank holidays. Starting at 25 days and growing each year you work with us

• An additional 1 day off for your birthday.

• Work in the way that suits you; we care about what you achieve, not when you do it. For roles that allow it, we're happy for you to work flexibly in a way that allows you to succeed.

• A working environment that supports and enables you. Our partnership with sanctus.io provides free and anonymous mental health, leadership and life coaching.

• Life insurance while you are working with us. (UK Only)

• Company pension scheme.

• Referral, wellness and volunteering program