Customer Operations Executive

3 weeks ago

Nottingham, United Kingdom Canopy Full time

**Role**

Customer Operations Executive

**Job type**

Full time (37.5 hour pw)

**Salary**

£23,000 plus discretionary overtime

**WHY WE’RE HERE**

Canopy is on a mission to build a Rental Marketplace aimed at helping the millions of Renters worldwide achieve their financial goals. Our core proposition, RentPassportTM, allows Renters to create a digital rental profile which is shareable with agents of prospective properties.

Joining Canopy represents an exciting opportunity for the right person who is keen to take their career to the next level and work with a highly committed, passionate and dedicated team to grow the company in the years to come. Canopy is searching for like minded individuals, who want to share in its success.

**THE OPPORTUNITY**

The Operations Executive role is a vital role for the continued growth of Canopy. You will be managing a wide array of customers, consisting of Landlords, Lettings Agents, Renters and Guarantors.

You will have responsibility for the management of the renters referencing journey and being the driving force for resolving customers referencing and technical issues, approving documents and liaising with letting agents to confirm tenants suitability.

Identify opportunities from customer communications to promote the range of products and services we have available.

Work flexibly to support the Canopy teams to achieve their business objectives.

**Your skills**
- Exceptional customer service skills, ideally delivered through telephony and digital channels (live chat etc)
- Strong written and verbal communication skills
- Accurate with an eye for detail
- At all times calm, welcoming and genuinely customer focused
- Flexible and adaptable with a willingness to learn

**Main Areas of Responsibility**
- Provide excellent customer service to all customers, delivered through our telephony and digital channels
- Respond to all customer service tickets generated in a timely manner
- Manage relationships with customers, agents and landlords; ensuring communications are responded to in line with service level agreements.
- Monitor and provide solutions for renters and agents that are using our products
- Completing tenant referencing checks accurately within an appropriate time frame
- Review employment/landlord references in line with company standards.
- Perform manual verification checks on tenants financial documents.
- Create and update content on website help-centre/FAQs
- Handle the tenant journey from start to finish.

**Knowledge and Skills**
- Exceptional customer service skills, ideally delivered through telephony and digital channels (live chat etc)
- Strong written and verbal communication skills
- Accuracy with an eye for detail
- At all times remain calm, welcoming and genuinely customer focused
- Ability to multitask, prioritise, and manage time effectively
- Technologically proficient: Ability to utilise spreadsheets (Google/Office), customer support software etc

Most importantly, you'll share the qualities that have driven our success so far: firstly, you're a people person and a team player. You'll be adaptable and a clear communicator, able to tailor your approach dependent on each individual customer. You show a passion for getting it right for our customers and clients. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there's a good chance you'll thrive at Canopy.

**DESIRED BUT NOT ESSENTIAL SKILLS**
- Experience in Customer Care - Ideally in eCom, CRM based or with property experience (Intercom preferred)

**WHAT WE OFFER**

Canopy is committed to making a good place to work. You will receive the following:

- Company pension scheme
- Adaptable working environment
- Starting with 25 holidays a year (plus bank holidays)
- Overtime opportunities
- Extra day annual leave for your birthday
- Free tea and coffee ( when in the office)
- Smart Casual dress code
- Company funded events
- Employee assistance programme
- Hybrid working model; Tuesday, Wednesday and Thursday are worked from our Nottingham City Centre based office. Monday and Friday are worked from home.

**This is a full-time position of 37.5 hours. The working hours may vary between 9:00 AM and 7:00 PM from Monday to Friday. Additionally, there is a Saturday rotation in place, with employees usually scheduled to work one Saturday per month.**

**Job Types**: Full-time, Permanent

Pay: £23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Paid volunteer time

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 2 years (required)

**Language**:

- English (required)

Work Location: Hybrid remote in Nottingham

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