Customer Service Executive - London, United Kingdom - LaundryRepublic

Description

Customer Service Executive at award-winning, sustainable scale-up

LaundryRepublic is looking for an experienced Customer Service Executive to provide an exceptionally high level of service to its customers.

This is an excellent opportunity for a talented individual to join a successful, fast-growing company.

You will be part of the Customer Service team at LaundryRepublic's state-of-the-art dry cleaning and laundry operations, based in Balham, South West London.

The role will be focused on handling customer queries and complaints effectively, and proactively working with customers to increase loyalty and help grow the business.

You'll be reporting to the Customer Service Manager in a fast-paced, friendly and innovative environment. This is an in-person role only but will require a remote half-day on approximately one in four Saturdays.


The Company
Founded in 2009, LaundryRepublic is London's leading sustainable laundry and dry cleaning company.

Our award-winning team of 60+ people provides a high-quality, sustainable dry cleaning and laundry service to both consumers and commercial clients across London.

We're profitable, growing fast and have doubled in size since last year. We've won numerous awards for our service and have been featured by the BBC, FT and other national press.


Role Summary

The Customer Service Executive is a key role in the company, and this is a fantastic opportunity for a talented individual to make a difference in a fast-growth company.

You will report to the Customer Service Manager as part of a team of four people. This is a hands-on, on-site role with only limited opportunity for home working.


Responsibilities will include:

• Making outbound onboarding calls and retentionbased communications
• Monitoring customer feedback online, including proactively contacting customers to respond to feedback. Eventually, to monitor and analyse trends in feedback
• Coordinating with the Customer Service Manager, Operations Manager, Drivers, and other members of the operations team to resolve customer service issues, including in real time.
• Working closely with 3rd parties such as concierges, building management and B2B contacts, to improve working relationships, settle disputes and refine processes
• Working closely with the Customer Service Manager to improve the customer experience wherever possible.

Requirements:


About You:

• You will have 3+ years of experience in customer service
• You have excellent written skills with precise attention to spelling, grammar and punctuation
• You have an excellent phone manner: polite, articulate and professional
• You are proactive, you take the initiative and you enjoy going 'above and beyond' to resolve customer queries
• You are highly organised, with excellent timemanagement skills
• You have experience using ZenDesk or similar ticket management software
• You are relentlessly focussed on customer experience

Other Requirements:

• You have fluent English, both spoken and written
• You must be eligible to live and work in the UK
• As this is an inperson role, you are based within easy commuting distance of Balham, London

Benefits
-
Salary: £27k to £29k, depending on experience
-
Bonus: performance bonus based on customer satisfaction targets

• Company Pension
• 22 days of holiday per year plus bank holidays
• Standard office hours, plus a WFH half day on one in four Saturdays
• Dry cleaning allowance, Cycle to Work scheme, team and company events, and other benefits