Customer Service Agent - London, United Kingdom - Rated People Ltd.

Description

ABOUT RATED PEOPLE

Rated People is a dynamic marketplace tech company connecting c.1 million homeowners each year with our network of >50k trades businesses to get important jobs done across the whole of the UK.

Our product is disrupting a £50 billion a year home improvements sector and helping trades services companies, which provide 1 in 12 jobs in the UK, grow their businesses.

Our goal is to make home improvements stress free and enjoyable for both homeowners and tradespeople, to drive trust and make the process as smooth as possible.

We were recently named a Times 100 top place to work and are a VC-backed scale-up with a spacious HQ in Shoreditch and headcount of c.100 passionate, innovative employees.

We delivered our first profitable year in 2020 (despite the pandemic) and have ambitious growth goals with a people-first approach, as we genuinely believe that empowered, happy and motivated employees deliver better commercial results.

OUR VALUES

At Rated People, we live and breathe our 4 E values (empathise, enable, empower and experiment) and are looking for amazing culture contributors who share our core values and care about our culture just as much as we do For us, culture is not something that happens from the top down - everybody is a culture driver and has the autonomy to shape our working environment to make Rated People a psychologically safe, fun and inclusive space for everyone.

THE ROLE
The
Customer Service Agent is responsible for all queries and requests from our tradespeople. The role is instrumental to ensuring our tradespeople get a great experience and make best use of our platform.


Responsibilities include:

• Being the first point of contact for our tradespeople, ensuring that their request or query is dealt with in a timely manner and within the agreed timeframes.
• Deliver quality customer service with patience, empathy and building rapport with our tradespeople.
• Owning the tradesperson case from beginning to end, ensuring that the tradesperson is kept informed and up to date.
• Maintaining all tradesperson account and case history with accurate records and up to date information.
• Managing your time effectively, balancing inbound and outbound workload. Partnering with your colleagues to support all team activities as required.
• Be integral to improving our tradesperson satisfaction with us by ensuring every interaction that you have with them shows we care.
• Contributing to a culture of continuous improvement and outstanding standards.

Required skills and experience:

• Comfortable using your own judgement and initiative to make decisions in line with company policies.
• Previous customer service experience within a contact centre environment.
• Must be articulate and have both excellent verbal and written business English skills.
• Strong team ethic.
• Working in a fastpaced environment.

Desirable Experience

• Previously used Salesforce or a similar system

Don't be put off if you do not meet 100% of the skills and experience - far more important to us is an inquisitive mindset, willingness to learn and a can-do attitude.

WHAT CAN WE OFFER YOU?
We're proud to offer an environment perfect for creativity, fun and sharing ideas.

We offer a competitive salary and a generous range of benefits:

• 25 days' holiday (plus one day for every year of service, capped at 30 days)
• Strong and inclusive company culture we all shape and take ownership and pride in, including companywide events, surprise and delights, roundtables and culture clubs
• Marketleading private medical insurance on 'medical history disregarded' terms, access to the virtual GP service (Babylon) and mental health cover
• Personal L&D allowance via Learnerbly to empower you to take ownership of your continuous professional and personal development and learn, unlearn or relearn
• Subsidised inoffice massages
• Regular team lunches, socials, events and office drinks
• Subsidised workplace massages

• Perx

• Member Benefit Platform
• Cycle to work scheme
• Life assurance
• Travel loans
• Fresh fruit, coffee and tea and food cupboard
• Enhanced parental leave policy