Customer Service Representative

7 months ago

Bournemouth, United Kingdom Just Move In Full time

**Our company**

Just Move In is a technology start-up on a mission to make moving home easier. From renters and buyers, to managing agents and landlords, we’re helping thousands of people every month, saving them time, hassle and money. Our award-winning Home Setup service helps movers manage a wide range of services at the new property including council tax, water, sewerage, energy, broadband, media, removals and insurance. We save customers from having to speak to dozens of companies, fill out multiple forms, and spend hours trawling comparison sites.

We’re proud to be working with hundreds of property partners around the UK, delivering exceptional service to their clients, and have the highest Trustpilot score in our sector (4.8/5). As a B Corporation since 2018, we believe in making long term decisions that have a positive impact. Having this accreditation means we carefully consider the impact of our decisions on our people, customers, suppliers, community, and the environment. We’re also part of 1% for the Planet, which means 1% of our revenue goes to supporting causes we believe in.

**Your role in our mission**

You would be serving as the first, perhaps only, point of contact between our end users and Just Move In.

The roles of the Service Desk level 1 can be grouped into three main processes:
**User query/issue handling**

Ensuring user queries or issues are captured, validated, and triaged for further processing.

**Communicating with users**

Ensuring that various types of information are communicated to users through the appropriate channels.

**Optimisation**

Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organisational changes.

**What you’ll do**
- Receives and handles requests for service from Movers, Partners and Suppliers via
- Phone
- Chat / WhatsApp
- Logs incidents and service requests and maintains relevant records:

- Identifies and classifies incident types and service interruptions
- Records incidents cataloguing them by symptom and resolution
- Identify and diagnose issues and problems
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Categorise and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
- Escalate, if needed, unresolved problems to a higher level of support
- Provide essential online security advice and support
- Book / rebook Home Setup and Bills Checkups
- Help accommodate our rapid growth and run at scale
- Continue our transition to digital-first
- Help foster long-term relationships with customers

**About you**
- Excellent oral communication skills
- Organised and detail-oriented
- Ability to diagnose and resolve issues
- Basic knowledge of computer systems and mobile devices
- Hands on experience with diagnosing and resolving basic technical issues
- Excellent communication and interpersonal skills
- Customer-oriented and patient
- Team player
- Desire to learn
- Multi-tasking - Have the ability to thrive in a rapidly changing environment and handle
- multiple tasks at any given time, with impeccable attention to detail

**Experience that will help you in this role**
- Understanding of Service desk Tools and experience of ticket management
- Knowledge of the Information Technology Infrastructure Library (ITIL).
- Experience with councils and or utility suppliers

**Job Types**: Full-time, Fixed term contract
Contract length: 3.5 months

Pay: £20,000.00-£22,500.00 per year

**Benefits**:

- Additional leave
- Company pension
- Flexitime
- Free parking
- Referral programme
- Work from home

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Bournemouth

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