Trainee Customer Support Executive

• You’ll help renters and letting agents use flatfair’s products, supporting people who may be confused, frustrated or under pressure
• You’ll learn on the job through a mixture of online learning, shadowing, supported practice and regular feedback. As your knowledge and confidence develop, you’ll take increasing responsibility for:
• Supporting customers by email, live chat and telephone
• Listening carefully and responding with patience and empathy
• Explaining information clearly and adapting your approach to different customers
• Checking applications and identifying missing or inconsistent information
• Investigating problems and finding practical solutions
• Taking ownership of queries and following agreed actions through to completion
• Managing your workload across different queues and priorities
• Keeping clear and accurate records
• Working closely with colleagues to resolve issues and share what you learn
• Suggesting improvements when you spot a better way of doing something

Benefits

• Top-notch tech - Whatever gear you need to best do your thing (Macs / PCs, iphones / Android etc)
• Holidays - 25 days holiday a year (plus UK public holidays), and we encourage you to use them all up!
• Personal development - Following a motivating career path, we value growth from within the business and encourage people to step up
• Share options - Our staff are helping us build something amazing, so we want to share flatfair’s success with our team
• Learning and training - We’ll contribute towards training courses and conferences that help you learn and grow professionally and personally

• We’re looking for a bright, motivated person who wants to start or change their career in customer support
• You don’t need previous experience in a dedicated support role. We’re looking for someone who communicates exceptionally well, enjoys solving problems and takes pride in doing things properly
• The confidence to ask questions, contribute ideas and challenge something constructively
• Strong problem-solving skills and the curiosity to understand how and why something has happened
• The ability to organise your workload and stay productive
• An open approach to feedback and a genuine interest in learning
• Experience dealing with people through work, volunteering or extracurricular activities would be useful, but previous customer support experience isn’t required
• A willingness to take ownership and see work through
• The ability to listen carefully, understand what someone needs and respond with empathy
• The resilience to remain calm and helpful when a customer is frustrated
• Evidence of strong academic achievement or an equivalent ability to understand and apply new information
• Good judgement and attention to detail
• Excellent spoken and written English, including accurate grammar and clear, confident verbal communication