Customer Service Advisor
Salary: £20,061 (also eligible to earn an additional £120 to £170 a month as part of our bonus scheme)
Job Type: Permanent/Full Time (35 hours per week)
Job Location: Manchester + Hybrid working
SpareRoom at a glance:
SpareRoom was launched in 2004. Since then we’ve helped over 10.5 million people in the UK and US find homes to share and great people to share them with. We get two million visitors every month. That's 379 (and a half) Royal Albert Halls full of potential flatmates. We believe living with the right people beats living alone, so our mission is a simple one - to create happier flatshares.
We’re a modern family business, owned only by our founders and directors. That means we’re able to put our users at the heart of everything we do and we love working with humble people who bring positive energy and like to get stuff done.
The role:
You’ll be part of a team who work hard but have fun along the way. We’re renowned for bringing a positive energy to what we do, putting our customer first, getting things done and above all, being humble in our approach.
Our award-winning Customer Service Team provides outstanding support to SpareRoom's registered users.
As part of this team, our Customer Service Advisors handle all incoming enquiries whilst working alongside the Site Moderation Team who handle compliance and maintenance duties. You'll be part of a busy team who work hard but who have fun along the way and are renowned for excellent service. The role is varied and will involve using both in-house and well-known computer systems.
On a daily basis, you will be required to communicate directly with users of our site via email and phone. You will interact with customers to provide and process information in response to enquiries, concerns and requests about our website and services. You will also be responsible for helping to maintain the site through administrative tasks.
As a member of the team and the first point of contact for our customers, you represent the values and image of the company and as such are expected to be polite and courteous at all times.
Main responsibilities will include:
●To provide exceptional customer service within a fast-paced and customer-focused environment.
●To answer all UK and US customer enquiries by phone and email.
●To provide clear and concise customer information, handle and process transactions, manage customer access and respond to all types of incoming enquiries in an efficient, friendly and professional manner.
●To help maintain site security and quality through site moderation and scam detection.
●To maintain and achieve own KPI's.
Skills and experience:
●A strong customer focus with the ability to deliver great customer service, both individually and as part of a team.
●Experience in a web-based company. Customer Service. Experience in Web or IT Customer Service would be beneficial.
●A background in complaint resolution would be useful, but not essential.
●Confident and positive personality with excellent communication skills both written and verbal.
●Ability to learn and adapt to new techniques.
●Ability to remain calm and empathetic when under pressure or dealing with difficult situations.
●Able to understand the customers' point of view but be able to communicate our policies and values effectively.
●Ability to effectively multi-task and prioritise your workload.
●We’re an online service so regular internet use and knowledge will go a long way.
Other benefits
●Casual dress code
●Health & Wellbeing contributions
●Cycle to work Scheme
●Season travel loan
●Private healthcare plans Paid leave for volunteering - one day’s paid leave per year
●Workplace pension
●Rental deposit loan scheme
●Social fund
The successful candidate will be based in our Manchester City Centre office. Training will be full-time office based, however, once training is complete (usually 4-5 weeks) we have a flexible working policy which allows employees to work up to 3 days a week from home, if they choose.
We’re recruiting for a full-time position which includes some evenings and alternate weekends. If you’re interested in this position, please ensure that a cover letter outlining why you feel you’d be suitable for the role is included when applying.
The job listing will be closed as soon as sufficient applications have been received.
Job Types: Full-time, Permanent
Salary: £20,061.00 per year
Benefits:
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus scheme
- Performance bonus
Work Location: Hybrid remote in Manchester, M4 6AG
