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Senior Customer Support Associate
at JustPark

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  • London
  • fulltime

Description

As Senior Customer Support Associate you'll be responsible for managing a shift in the Customer Support team. You'll ensure that the team runs efficiently and effectively, support all Customer Support Associates in their roles by offering guidance and leading by example. You'll also be an expert on our product, acting as the first point of escalation for driver and space owner queries.

This role will cover a Thursday - Monday shift pattern.

About the role

As the first point of contact for our drivers and space owners, our Customer Support team are on the frontline with our customers and are responsible for ensuring we consistently deliver exceptional levels of customer service. We're exceptional proud of the standard set by our team of 20 Associates, with great feedback from our customers (check it out here on Trustpilot or the app store).

As the Senior Customer Support Advisor, you'll manage the on-shift team prioritising required actions and responding to incidents to ensure the we achieve optimum performance against the team KPIs, including customer satisfaction, ticket resolution rate and delivery against SLA.

Here's an idea of your day to day:

  • Motivate and drive the on-shift team, taking a proactive approach to motivate the team on a day to day basis to achieve individual KPIs on a daily basis
  • Deliver against personal targets and KPIs by providing excellent customer service and resolving tickets from our drivers and space owners
  • Provide feedback to the team on any incidents during the shift to ensure they have all the information required to perform effectively
  • Work with the Heads of Customer Support to identify problems, design solutions and deliver change to continually improve the Customer Support function
  • Liaise with internal functions to resolve any urgent issues or technical issues during the shift, escalating to the Head of CS as required
  • Role model our values and expectations for Customer Support Associates
  • Identify suitable projects for the team outside of their normal roles and act a driving force for continuous improvement
  • Complete ticket checks as per our performance management document with all associates
  • Identify and improve any problem areas for liaising with other departments
  • Go the extra mile to make sure each customer has a great experience with JustPark

To give you an idea of what you'll be working on, here are some of the projects we've delivered over the last few months

  • Continually updating our Help Centre to ensure our customers have access to the most up to date information on our product
  • Collaborated with an external partner to integrate Parky, our automated support service
  • Moved to a project based, sprint model for delivery of projects that's driving innovation and continuous improvements to our processes and ways of working
  • Implemented a new recruitment process for Associates, supported by the Senior Customer Support Associates that has allowed us to hire 17 new members of the team over the last 9 months

Requirements

About you

It's essential that you have a track record of delivering and over-achieving against SLAs and targets in a customer service or contact centre environment. You'll be able to build rapport and effectively communicate with customers over the phone, email and live chat.

Previous experience of supervising shifts would be an advantage, although you may have leadership experience in a different capacity

You'll be able to demonstrate:

  • Decision-making capability in a high-pressure environment
  • Track record of making positive improvements within your department
  • Ability to handle constantly changing the flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
  • A clear, evidenced drive towards building excellence within the department
  • Ability to build relationships with internal and external stakeholders
  • Great communication skills - you’re going to have to enjoy speaking to people
  • Ability to work without direct supervision
  • Excellent problem-solving skills; ability to visualise a problem or situation and think . abstractly to solve it

Our Senior Customer Support Advisors provide shift cover throughout the week, so you'll also need to be able to work occasional weeks.

Benefits

We want teams that enjoy spending time together. So we’ve built a culture that encourages teams to get to know each other - we run company-wide away days and annual retreats to get us away from the desk. Our in-house chef provides a freshly cooked lunch everyday, giving us the opportunity to catch up over great food (check out whatsjuliecooking for some inspiration!)

Our teams work hard to make JustPark a success, so it’s important to us that they can share in that success. That’s why we offer stock options to every member of the team. We work hard to achieve some ambitious goals with the knowledge we’re building something truly valuable.

We trust that our team has the best interests of our customers at heart, which means we trust you to know what’s needed to get the job done. Whether that’s working the hours that suit you, setting you up for remote working or making sure you have the right kit, we’ll work with you to create the right environment for you to succeed. Plus we know it's not all about work! That's why we also offer benefits like unlimited holiday and enhanced maternity leave.

We’re in this for the long term, and we have big ambitions for the future. To help us get there, we want to grow our own superstars from within. We fund additional training, provide mentoring and work with you to develop a career plan so we can help you get where you want to go, too.


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