Operations Executive

Job Description

About the role

Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a Support Operations Executive to help us achieve this.

You’ll help make this reality by supporting the Operations team in ensuring our operational processes run across every external facing team in the business - with a particular focus on the Support teams for this role. This is a role that focuses on process improvement, automation & producing quality data on bottlenecks and inconsistencies in teams’ workflows; high levels of accuracy and ultimately anything and everything that supports the business’s success.

The day to day stuff:

No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy.

• Understanding, managing and ultimately automating/improving the operational processes that underlie how our Support Execs provide multi-channel support to our customers
• Working with the Ops Manager to source & implement an integrated workforce management tool to allow intra-day scheduling & longer term headcount planning for our support teams
• Using Salesforce (SFDC) to support business as usual as well as supporting strategic projects for stakeholders across the business
• Using SFDC reporting, import wizard, and data loader to query and manipulate data and keep our database updated and accurate as well as providing visibility to everyone from end users up to the executive team on case volumes & team productivities
• Responding to end user queries regarding the tools the Ops team manages
• Understanding and interacting with other teams to resolve operational issues
• Spotting and responding dynamically to new problems that arise in your processes or processes you are introduced to

This role is primarily based in our London HQ, London E1 although there is of course flexibility for remote working, general rule of thumb is that you will be in the office 2-3 days a week (of course you can be in the office full time too)

About you:

You should apply if:

• You have experience with, or are keen to learn, CRM & communications tools including Salesforce (Service Cloud, Communities) & Vonage NewVoiceMedia
• You’re confident following, improving and introducing great processes, and could develop a process from scratch if necessary
• You can show empathy for your end-users - the customer facing teams - and recognise how you can improve their day-to-days
• You're full of ideas, are not shy about expressing and discussing them with senior stakeholders and get excited about executing them
• You show initiative and have a positive, get sh*t done attitude, and can maintain this under pressure
• You can retain information and are an adept note taker / step-by-step guide writer
• You have a brilliant command of English in both spoken and written communication
• You’re confident using spreadsheets and formulae
• You’re super organised and have proven your ability to prioritise effectively and meet deadlines
• Change doesn’t faze you; you take the rough with the smooth
• You have a passion for learning

And it would be super great if:

• You know what it’s like to work in a young company and love the vibe (and sometimes chaos!)

About Us

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

And we did. Like all high growth companies it’s been a bit of a roller coaster journey, but we’re now stronger than ever, with over 1000 happy customers and exciting new products. We have ambitious plans but with William Reeve at the helm alongside co-founder Tom Mundy and a brilliant team of over 200 talented Goodlordians we are confident we’ll achieve these.

Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves. Our style is collaboration based on honesty, friendship and respect.

And in the past year we’re proud to have been recognised as a Great Place to work. No one likes a show off, but we can’t not shout about this. We’ve worked hard to make Goodlord great, and it’s important you know this isn’t just words on paper; Goodlordians have validated this which has led to us being accredited:

• 9th in Deloitte’s UK Technology Fast 50
• 20th Great Place to Work in the UK medium-sized businesses
• 11th in the UK for great medium-sized workplaces for tech
• 12th in the UK for great medium-sized workplaces for women
• Excellence in wellbeing for our dedication to goodlordian’s wellbeing

It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing, are up for a challenge and share our values, we’d love to hear from you.

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. Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord too!
• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
• Unlimited holiday and flexible time off: we encourage Goodlordians to make use of their unlimited time off to enjoy the world, recharge and reboot. We also offer time off for volunteering and training, so you can give back to the community and pursue your passions
• 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

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 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 join us!

Unfortunately, Sponsorship is not available for this role.

Strictly NO Agencies

We reserve the right to close this role if we receive a high volume of suitable applications.

** 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 **