Job Description:

ABOUT US

At Goodlord, our brand is built on one simple belief: renting should be effortless. We exist to strip away the bottlenecks, clear the admin, and give agents, landlords, and tenants a smarter, simpler way forward. As more and more tenants with higher digital expectations entered the market, we were confident that we could provide a solution that works for everybody.

ABOUT THE ROLE - Customer Support Executive

In this role, you'll become the voice of Goodlord, proactively managing customer interactions and referencing cases across inbound, outbound, and administrative channels. We operate in a fast-paced environment where each interaction is a chance to demonstrate our commitment to excellence and customer satisfaction. You’ll need to confidently manage shifting priorities, consistently considering the wider context to deliver the best outcomes for our customers.

Customer Support Executive day-to-day: 

• Taking full ownership of referencing applications from initiation to completion, proactively managing each case to meet or exceed our KPIs.

• You will gain a wealth of knowledge that you’ll be expected to apply to every case; as a decision-maker, you’ll need to be curious, think critically, and use strong problem-solving skills to reach fair and informed outcomes.

• Delivering exceptional customer service through professional and empathetic communication via phone, live chat, and email.

• Identifying, escalating, and mitigating risks, including potential fraudulent applications, demonstrating diligence and attention to detail.

• Supporting tenants in securing their dream homes by consistently achieving and exceeding performance targets.

• Actively questioning and suggesting improvements to daily processes to ensure ongoing innovation and enhanced customer experience.

ABOUT YOU

You should apply for the Customer Support Executive role if you:  

• Have experience working in a dynamic, target-driven contact centre environment.

• Exhibit a strong customer-centric mindset, proactively identifying and meeting customer needs throughout every interaction.

• Naturally take ownership of tasks, consistently seeing each case through to successful resolution.

• Have a keen sense for the bigger picture, understanding how your individual actions impact overall customer satisfaction and business goals.

• Are empathetic and resilient, committed to providing outstanding customer service even during challenging interactions.

• Thrive in an evolving environment, comfortably adapting to change and helping others through it.

• Possess exceptional attention to detail, ensuring accuracy and consistency in all interactions and administrative tasks.

• Are proactive, curious, and willing to confidently challenge norms to help Goodlord continuously improve.

It would also be great if: 

• Have previous experience with credit, income or ID checks, or experience within the lettings industry.

• Have previous experience within the insurance sector.

*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*

Regrettably we are not able to provide sponsorship for this role.

No agencies please - we have tried and trusted partners we would turn to should we require support.