Customer Support Executive

Who you are

• You might be a graduate, you might not be. You might have years of work experience, you might not. We're looking for someone to help make sure our customers keep being the happiest mobile customers around
• You have experience interacting with customers - mostly consumers - and providing them great customer service
• You enjoy talking to people, understanding their problems and helping to get them fixed for them
• You’re a good writer and can explain complex topics clearly and simply to anyone, particularly those who are less comfortable with technology
• You're excited about technology, are comfortable using and understanding tech and are happy explaining things to non-technical people
• You like solving problems
• You love getting your hands dirty and don't mind trying out new things
• You care about sustainability and making our planet a better place
• You see the potential in bringing Honest Mobile's transparent, community-focused approach to hundreds of thousands of people

What the job involves

• The telecoms industry is known for its terrible customer support. At Honest, we're changing that, with a team of people who genuinely care, supported by the best tools and technology. You’ll be the newest member of our customer support team, and will be an integral part of the future of Honest Mobile
• Help Honest Mobile’s customers with anything they need and make sure they are delighted, even when something hasn't quite gone to plan. You’ll be their first point of contact on instant chat and email
• Take ownership of and be proactive with communications to customers where you can see potential problems
• Help maintain and improve our customer support scores and processes:
• Our Net Promoter Score is the best in the mobile industry (over 70) and our Trustpilot Rating of ‘Excellent’ puts us at the front of the pack. You will be helping to delight our customers and improve our customers’ experience
• We respond to customers in seconds rather than letting them wait on hold - being quick and friendly is very important to us
• Work with our team to improve processes for our teams, and provide feedback to help automate them where possible
• Help write and update FAQs and support articles for our most common questions to help customers find the information they need
• 40 hrs /week shift pattern including some evenings, weekends and bank holidays

Benefits

• 🏝️ 25 days annual leave: Relax, unwind and take that all-important break 25 days a year, plus all the bank holidays
• 🥳 Your birthday off every year
• 📈 Ownership of Honest: Own your slice of Honest, through our company-wide EMI share options scheme
• 📱 An Honest plan and new refurbed phone: It goes without saying... a new phone (refurbed, ofc) and monthly SIM plan is coming your way – on us
• 🙋 Paid volunteering: We're all about doing the right thing. Each year you'll get a day to give back
• 📚 £500 annual learning budget: You get a learning budget! You get a learning budget! Everyone gets a learning budget! That's right, you'll get £500 per year for all your essential and technical learning
• 🧘 Monthly £35 wellbeing budget: Did someone say wellbeing? Yes, we did! You'll receive £35 through Heka to spend on self-care for the month
• 🚲 Cycle to Work scheme: Looking for a new ride to work? We've got you covered with the Cycle to Work scheme
• 🪇 Regular team events: Every other month we get together for a fun activity – from pottery painting, to archery, to escape rooms