Customer Operations Executive
Job type: Part-Time (25 hours p/w)
Salary:
- Part-Time: £16,983 + discretionary overtime & performance bonus
- Full- Time positions available too
Why We’re Here
At Canopy, our mission is to transform the rental market and help millions of renters achieve their financial goals. Our flagship product, RentPassport, allows renters to build a verified digital rental profile that can be easily shared with letting agents when applying for new homes.
Joining Canopy means becoming part of a passionate and ambitious team focused on growth, innovation, and delivering real impact. We’re looking for people who are motivated, proactive, and excited to contribute to our continued success.
The Opportunity
The Customer Operations Executive plays an important role in supporting Canopy’s growth and ensuring a smooth experience for our customers. You’ll interact with a variety of users including landlords, letting agents, renters, and guarantors, helping them navigate our platform and services.
In this role, you will:
- Deliver excellent customer support via phone, email, and live chat
- Manage the renter referencing process from start to finish, resolving issues, approving documents, and communicating with letting agents
- Identify opportunities to introduce customers to additional Canopy products and services
- Work collaboratively with the wider team to support business goals while demonstrating flexibility and initiative
Your Skills
We’re looking for someone who is:
- Confident and professional on the phone, with excellent written and verbal communication skills
- Highly organised with a sharp eye for detail and the ability to follow processes accurately
- A quick learner, able to pick up new systems, products, and ways of working with ease
- Proactive and reliable, seeing tasks through to completion and keeping customers informed
- A collaborative team player who also works confidently on their own
- Comfortable juggling multiple tasks in a fast-paced environment while maintaining high standards
Main Areas of Responsibility
- Deliver high-quality customer service across phone, email, and digital channels
- Own and manage customer service tickets, ensuring timely, accurate responses in line with SLAs
- Proactively support renters and agents, identifying issues and providing solutions
- Manage the tenant journey end-to-end, ensuring a smooth and transparent experience
- Complete tenant referencing checks accurately and efficiently
- Review employment and landlord references with attention to detail and sound judgement
- Conduct manual verification checks on financial documents to ensure accuracy and compliance
What We’re Looking For
Most importantly, you’ll share the qualities that have driven Canopy’s success so far:
- You’re a people person and a true team player
- Adaptable and able to tailor your communication to each customer
- Passionate about getting things right for customers and clients
- Bring initiative, enthusiasm, and a positive, solutions-focused mindset
Desired but not essential: Experience in customer service, ideally in a CRM-based environment (Intercom preferred).
What We Offer
We’re committed to making Canopy a great place to work:
- Company pension scheme
- Holiday buy-back scheme (up to 5 days/year)
- Performance-based bonus scheme (up to £600/year, increasing with tenure)
- 25 days annual leave plus bank holidays, and an extra day per year of service (up to 7 years)
- Your birthday off!
- Hybrid working model: office-based Tue–Thu in Nottingham City Centre; WFH Mon & Fri
- Standard hours are between 12pm–5pm Monday to Friday, plus a rotating Saturday (usually one per month, 9am–2pm)
Job Types: Part-time, Permanent
Pay: £16,983.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme
- Sick pay
Experience:
- Customer service: 3 years (preferred)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Nottingham NG1 7AQ
