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Customer Experience Executive at Onloan

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  • London
  • fulltime
  • ₤27000 per year

Customer Experience Executive

As the first point of contact with our customers, you’ll be the ultimate ‘Loaner’ at the forefront of our brand. As Customer Experience Executive, you’ll be passionate about making sure our customers have the BEST rental experience possible - you’re not scared to do things differently or get super creative to make that happen. This role isn’t just about representing Onloan, it’s about being our Loaners’ advocate within the company. When decisions are being made, you’ll be the first to shout out about what works best for them - and you’ll do this every chance you get! 

Your Responsibilities


  • Be the main point of contact for our Loaners day-to-day. Resolve any issues, help them pick loans they’ll love, and get the best out of their membership every month.
  • Identify and create ways to improve the customer experience - a 5* trustpilot review is great, but you’re planning ahead for a 6* update
  • Identify and create ways to improve our customer service guidelines, protocols, and tools - you’re a firm believer in working smarter, not harder
  • Be the voice of the customer across team planning (i.e you’ll document all customer feedback to guide major decisions across the wider business  - from product selection to user experience)
  • Plan and present customer metrics in our monthly Customer Communications meeting - share your learnings
  • You will help set the tone for the future Customer team that comes behind you. Bringing passion, a strong work ethic, and optimism in a fast paced start-up.

About you

  • You could be a recent graduate, or have 1-2 years experience in a super speedy environment
  • You’ll have work experience in a service-based role, enjoy getting to know people, and are passionate about helping others 
  • Brilliant written communication skills - you can charm anyone over an email or DM
  • Technically savvy - you can get up to speed on new software quickly and make the most of no-code tools
  • You’re unflappable! Very organised & good at multi-tasking
  • You have the right attitude for a startup, ie willing to move fast & get stuck in
  • You are passionate about the Onloan mission to enable the exploration of personal style, without treating clothes as disposable. 
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