Role
Customer Operations Executive
Job type
Full time (37.5 hour per week)
Salary
£24,500 plus discretionary overtime and performance related bonuses
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.
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 provide excellent customer service to all customers dealing with all inquiries in a timely manner and communicating through various channels (telephone, email, live chat).
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.
Your skills
- Exceptional customer service skills, ideally delivered through telephony, email and live chat
- Strong written and verbal communication skills
- Accurate with an eye for detail
- At all times calm, welcoming and genuinely customer focused
- Ability to multitask, prioritise, and manage time effectively
- Technologically proficient: Ability to utilise spreadsheets, customer support software etc
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.
- 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.
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 helping 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 , 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
- Starting with 25 holidays a year (plus bank holidays)
- Extra day annual leave for your birthday
- Free tea and coffee (when in the office)
- 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 between the hours of 9 am- 2 pm.
Job Types: Full-time, Permanent
Pay: £24,500.00 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
