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Customer Service Manager at Housekeep

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  • London
  • fulltime
  • -
  • Hello. We’re Housekeep. One of Europe’s fastest growing businesses. 

    What do we do? 

    Housekeep is the UK’s biggest technology platform connecting clients and cleaners in the £5 billion house cleaning market. We help clients find trusted, local cleaners and assist those cleaners with finding dense local client routes, thereby maximising their earnings and saving travel costs.

     

    Housekeep has built a strong foundation in the first five years. We're the UK market leader – 3x bigger than the nearest competitor – and have delivered 1,000,000+ cleans at a 4.9* average rating. We've reached substantial turnover, are growing at 50% each year, are already profitable and have substantial cash to invest. Our core market is house cleaning in London, and there's a clear opportunity to grow our 1-2% market share by 5-10x in the coming years and thereby build a business with a £100M+ valuation.

     

    We’re proud of the many awards we’ve won - but it’s our customers’ feedback that really counts 

    Our work has been recognised by 30 plus awards. And we’re especially proud to have been named as one of Europe’s fastest growing businesses by the Financial Times three years in a row. But it’s our customers’ feedback that really counts. We’re really pleased to have over 350,000 reviews with an average rating of 4.9 stars. 

     

    We’ve managed all this because we put the customer experience at the heart of what we do - through a deep understanding of our users’ experiences, a smart use of technology, and top-notch customer service... and that’s where you come in. 

     

    Why we need you 

    As a result of our fast growth, we’re looking for an experienced Customer Service Manager to lead, develop and nurture our customer service team - helping Housekeep to deliver the best service to our customers and Housekeepers.

     

    What you’ll be doing

    • Lead, develop, and nurture our fast growing team of 30 FTE 
      • Inspire and motivate: inspire your team to deliver awesome customer service 
      • Learning and development: equip your team with the skills and knowledge they need to do a great job. You’ll build training plans and occasionally design and deliver training sessions. You’ll lead on your team members’ development and support them to build stellar careers at Housekeep 
      • Recruit: we’re growing fast, so you’ll recruit top talent and build out a top-notch customer service team. You’ll establish a scalable and sustainable structure  
      • Reviews: conduct weekly 1-2-1s, performance reviews every 6 months, and probation reviews for new joiners. You’ll also oversee HR processes for your team. 
    • The day job - operational management 
      • Day-to-day management: oversee day-to-day management and resource appropriately to keep on top of inbound volumes. You’ll motivate the team through periods of high volume and deal with the occasional escalated complaint.  
      • Goals: set goals and own your team’s performance. You’ll raise the bar and drive your team to do better. You’ll also manage reporting for the customer service function. 
    • Customer experience and scalability
      • Customer champion: act as the voice of the customer and provide feedback on what matters to our customers and Housekeepers 
      • Get involved in and lead on projects to fix up broken processes and support our operational teams to become more efficient. Identify and prioritise initiatives that improve capacity and agent efficiency.
      • Automate! Deflect! Eliminate! Reduce unnecessary customer contact and make Housekeep slick(er)
      • Continuous improvement: design and execute improvements to the customer experience.

     

    You’ll be based in our office in Clerkenwell EC1.

     

    You

    • An obsession with delivering superb customer service
    • A proven track record in scaling top tier multichannel customer service for a digital business
    • Excellent written and verbal communication
    • Leadership skills to recruit, motivate, coach and retain a top tier customer service team
    • Strong people skills, setting a positive ambitious culture
    • Strong analytical skills to test, monitor and iterate improvements
    • Excellent knowledge of customer service systems & tools & e.g. Zendesk
    • Good knowledge of HR processes 
    • A commercially-savvy mindset
    • High levels of motivation and the ability to operate independently
    • Strong organisational skill, high standards & attention-to-detail
    • The desire to learn and improve everyday

     

    The Package

    • Market-leading salary based on experience, plus equity incentives. 

    Application Process

     To apply for the role, please email us:

    • Your CV
    • A brief cover letter explaining why you’d be great at the role and why you're excited about it?
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