Customer Support Associate

Deposit-free renting to millions of tenants

  • Location : All London, Central London
  • Salary : £20,000 - £25,000
  • Contract : Full Time
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  • Application Closing Date : 3 August 2021
  • Placement : Graduate Job ( permanent )
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    • All London, Central London
    • £20,000 - £25,000
    • Full Time
    • 3 August 2021
    • Graduate Job ( permanent )

    Company Description

    This young and innovative startup company is solving an affordability problem by offering deposit-free renting to millions of tenants across the UK - with lots more exciting stuff to come. They have built a core team and a product they are proud of, raised significant start capital and partnered with UK's largest independent letting agency.

    This is a unique opportunity to join a founding team and impact every renter in the UK through exciting and highly rewarding work. 

    Job Description

    As a Customer Success Associate, you will work closely with our clients partnered letting agents, tenants and landlords with one primary goal: to build strong & sustainable customer relationships. The Customer Support team are product experts. They are the eyes and ears of the company and are product and subject matter experts who are able to easily articulate our benefits. As well as re-actively solving issues, the team works proactively and cross-functionally across the entire company as champions for our customers.

    What we do

    Build Relationships

    • Delight every customer through every interaction and every medium, as well as ensuring every touchpoint for our customers is a positive experience.
    • Make sure everyone feels connected to our customers by creating positive feedback loops, ensuring dissemination of information as subject matter experts.
    • ​Ensuring the right teams and the right people are aware of the right things at the right time, across the entire business.

    Minimise our risk

    • Our products can be complicated, so we work within our compliance framework to nail the details and reduce operational risk.
    • Verifying large amounts of information supplied by our partners can be daunting, which is why it’s important to work to our defined processes.
    • ​We have ownership of helping all of our customers to move into their new homes deposit free, chasing for extra information we require if we need it. We review tenancy extensions and ensure any guarantors are fully signed up to avoid any delays.

    Create our processes

    • We build new internal processes and work as a team to constantly optimise and improve how we work with our customers.
    • Maintain and expand the library of responses for dealing with the tricky questions around these processes, whilst ensuring we adapt them to suit the customer and the query each time.
    • ​Constantly perfect our tone of voice to ensure we create the best possible internal and external communications to explain ourselves positively.

    About you:
    • Ability to adapt your tone of voice to your audience. Ability to multitask. Ability to prioritise. Ability to speak and write in English idiomatically in a fast-paced environment.
    • Remaining calm and focused under pressure. Ability to empathise with our customers and be expert troubleshooters to find the route cause of issues.
    • High attention to detail. Working to define and refine processes. Writing internal notes//comments so that any member of the team can pick up any matter and have clarity on the situation.
    • Ability to identify the right person to solve the problem. Being able to summarise information succinctly to bring clarity to problem-solving.
    • ​Ability to identify edge cases, bring problem-solving skills to them whilst maintaining a high attention to detail.
    What you’ll get:
    • Competitive salary
    • Holidays: 25 days holiday a year (plus UK public holidays), and we encourage you to use them all up!
    • Generous share options
    • Dedicated wellness budget
    • Learning and training: We’ll contribute towards training courses and conferences that help you learn and grow professionally and personally
    • Socials: In line with lockdown restrictions easing, we are committed to getting our team back together for exciting and quirky events on a regular basis!
    • Whatever gear you need to best do your thing (PC / Mac/ iPhone / S9)
    • Flexibility: The world of work is changing and we’re committed to ensuring our employees can work as flexibly as possible
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