Customer Operations Executive
Location: Hybrid – Nottingham City Centre (Tuesday to Thursday in the office, Monday and Friday working from home)
Job Type: Full-time (37.5 hours per week)
Salary: £25,480 per annum, plus discretionary overtime and performance-related bonuses
About Canopy
At Canopy, we're building a Rental Marketplace designed to help millions of renters worldwide achieve their financial goals.
We're looking for enthusiastic, customer-focused individuals who are eager to develop their careers while contributing to the continued growth of an ambitious and innovative business. If you enjoy working in a collaborative environment where your ideas and contribution matter, we'd love to hear from you.
The Role
As a Customer Operations Executive, you'll play an important role in delivering an outstanding experience for our customers throughout their rental journey. You'll work with a wide range of customers, including renters, landlords, guarantors and letting agents, supporting them through our referencing process and resolving any queries they may have.
Using a variety of communication channels, including telephone, email and live chat, you'll provide timely, professional support while ensuring customer issues are handled efficiently and accurately. You'll also review referencing documentation, verify financial information and liaise with letting agents to help progress applications.
What You'll Be Doing
- Deliver exceptional customer service across telephone, email and live chat.
- Respond promptly to customer enquiries and support tickets.
- Build positive relationships with renters, landlords and letting agents while meeting agreed service levels.
- Complete tenant referencing checks accurately and within agreed timescales.
- Review employment and landlord references in line with company procedures.
- Carry out manual verification of customers' financial documents.
- Resolve customer and technical queries throughout the referencing journey.
About You
We're looking for someone who enjoys helping people and takes pride in delivering excellent customer service. You'll be organised, adaptable and comfortable managing multiple priorities in a fast-paced environment.
You'll also have:
- Excellent customer service skills, ideally gained through telephone, email or live chat support.
- Strong written and verbal communication skills.
- Great attention to detail and accuracy.
- A calm, friendly and professional approach.
- Good organisational and time management skills with the ability to prioritise effectively.
- Confidence using technology, including spreadsheets and customer support systems.
- Most importantly, you'll be a genuine team player with a positive attitude and a solutions-focused mindset. You'll enjoy working with people, communicate confidently with a variety of customers and be passionate about delivering a great customer experience.
Desirable Experience
While not essential, experience within a customer service environment, particularly using CRM systems or within the property sector, would be advantageous. Experience using Intercom is also beneficial.
What We Offer
- We're committed to creating a supportive and rewarding place to work. As part of the Canopy team, you'll receive:
- Company pension scheme.
- 25 days annual leave plus bank holidays.
- An additional day's leave to celebrate your birthday.
- Free tea and coffee when working from the office.
- Company-funded social events.
- Employee Assistance Programme.
- Hybrid working, with office-based working on Tuesday, Wednesday and Thursday and home working on Monday and Friday.
- Discretionary overtime opportunities and performance-related bonuses.
Working Hours
This is a full-time position working 37.5 hours per week. Standard working hours are between 9:00am and 6:00pm, Monday to Friday.
A Saturday rota also forms part of the role, with employees typically working one Saturday per month, between 9:00am and 2:00pm
Job Types: Full-time, Permanent
Pay: £25,480.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Referral programme
- Sick pay
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 5 years (required)
Language:
Work Location: Hybrid remote in Nottingham NG1 7AQ
