Customer Experience Executive (Full-time)

Job Description

Our Customer Experience Team is our voice, with the mission to delight all those that they come into touch with. We call our customers Members and we like to ensure that they always feel part of our club. And it's probably because of this that we won the 'Above and Beyond' award in the Customer Excellence Awards for the last two years running.

Our people's backgrounds are varied from landscape gardening to fashion, but what we all hold in common is our passion for delivering a great product to our customers, and supporting one another as we do this.

A great culture is essential to us. Defined by our whole company from top to bottom, we’ve developed our values in Respect, Fairness, Growth, Efficiency and Ambition to be our compass, and we take care in ensuring that they guide us in all we do.

The Role...

Currently, we have 2 full-time roles. One of the positions would suit someone keen to work a flexible 5 days over a 7 day week, with the availability to sometimes swap your working hours or working days. We'd be looking for someone that would be able to work shifts between 8 am and 8 pm on weekdays and was also available to work some weekends.

In a typical month, you can expect to work a varying shift pattern between Monday - Friday with weekends off. You’ll be scheduled to work at least one weekend in a month, and your days off around a weekend shift will be split to ensure you never work more than 4-5 days in a row.

The other position would be working 5 set shifts from 11:30 am to 8 pm from Monday to Friday.

We’ll aim to provide you with 2 months notice of your shifts and you are able to swap shifts once published within the team.

Reporting into one of our lovely Team Leads, we're looking for people who are proactive, upbeat and able to work both with a team and independently to solve problems and come up with new ways to keep our customer and member base happy. It would be ideal if you have proven experience in a customer service or support role and you get a kick out of helping improve processes to make our customer experience the best it can be.

Your day-to-day will involve answering and resolving customer queries through our in-app messenger, on the phone, on social media or via email. You may be required to do some simple data management and analysis, so a basic grasp of Excel would be handy. Technology is at the core of everything we do, and you may often have to speak with our development team to get to the bottom of issues, so it will help if you have an active interest in tech too.

We’d like to meet someone with:

• Relevant experience in a communications or customer experience role

• Great verbal, written and general communication skills

• Excellent attention to detail

• To be organised, process-driven and comfortable working to tight deadlines

• The passion and drive to succeed in a startup environment

• A positive outlook, patience and a good sense of humour

• Knowledge and experience of using social media

• Proficiency in Microsoft Office, particularly Excel

• A keen interest in technology and a desire to understand our product inside out

And if you have some of the below, it's an added bonus, but not essential:

• Have had any exposure to VOIP systems or call centre switchboards

• Have experience of using live chat software (like Intercom), and CRM tools (like Zendesk)

• Have experience dealing with complaints and disputes

• Have experience of working in a regulated industry

But it’s not all about us...

It’s just as much about you. We’re an ambitious, energetic bunch and we have our sights set on great things this year, and we’re ready to grow. We recognise the value our people bring, with their inquisitive minds, bright ideas, and fantastic attitudes, and we aim to give as much as we receive. It’s only fair.

Our benefits:

• 34 days holiday (inclusive of bank holiday allowance).

• Verified by flexa as a truly flexible employer. We offer fully hybrid working with access to our office in Hammersmith.

• Opportunities for flexible or part-time working.

• Allowance to get your work-from-anywhere set up, set up.

• Monthly one-to-one coaching sessions with our in-house coach Helen McMillan.

• Access to on-demand mental health support through Spill.

• Fully Flexible Benefits through our partner Thanks Ben, choose the benefits that matter most to you.

• Real Living Wage for new parents, regardless of gender, or amount of time taken with your new addition to the family.

• Compassionate leave, Parental Bereavement Leave - Sabbaticals - When you’ve been with us for 3 years you can take a paid sabbatical to rest, recharge, travel, learn a new skill, anything you want.

• Regular Socials - both Virtual and In-person.

• Cycle to work scheme.

• Pension.

Salary: We offer an attractive starting salary of £22,000 with opportunities to earn up to £25,000 as you progress within Customer Experience and a flexible benefits package.

Location: London, with flexible working or UK Hybrid working options.

Our customers come from all walks of life, and so do we. We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics or disability.