đLocation - this role is based in our Sheffield office 2 days per week with the remaining 3 days working remotely
We are looking for a highly analytical and pragmatic Service Improvement Executive to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect-digging into data to find inefficiencies and design and implement scalable, tech-forward solutions to elevate our customer experience.
Our mission:
Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting đ
We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution đ
Like all scale-ups itâs been a bit of a rollercoaster journey, but weâre now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission! đ
The Opportunity:
Youâll own the data behind our support operation, making sure we have the right information to understand whatâs happening across our customer journeys. Youâll dig into contact trends to understand who is contacting us, what they need help with and when, using data to identify patterns, opportunities and areas for improvement.
Youâll look at how our teams spend their time and break complex processes down into smaller tasks to understand where the biggest bottlenecks are. Youâll use this insight to identify where we can improve efficiency, remove unnecessary work and make better use of our resources.
Youâll turn your findings into practical solutions. Whether thatâs improving a process, introducing a new way of working or finding a smarter workaround, youâll use data and customer insight to design improvements that make a genuine difference. Youâll balance efficiency and cost saving opportunities with the quality of the customer experience, making sure we donât improve one at the expense of the other.
Youâll explore how AI, automation and other technology can help us work smarter. Youâll assess potential tools based on their effectiveness and value, and take ownership of implementing solutions that can streamline our support operation and improve the customer experience.
Act as an internal advocate for process changes. Pitch new operational methodologies to other departments, securing the cross-functional buy-in necessary for successful rollout.
What we need from you:
Experience working with large volumes of data, spotting the story behind the numbers and turning insights into action.
Previous experience working in an operations or data analytics role.
Confident working with data and building dashboards. You take ideas from concept through to delivery and are comfortable learning whatever you need to make them happen.
Experience identifying bottlenecks and improving the customer experience.
A natural relationship builder, equally comfortable collaborating with others and presenting to stakeholders.
Strong Excel and Google Sheets skills.
It would also be great if you have:
Experience querying SQL databases or using similar data tools
Experience working in a customer support or customer-facing environment and understand the importance of balancing operational efficiency with a great customer experience.
Why you'll love being a Goodlordian
Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Hereâs a few favourites amongst Goodlordians (check out our careers page for more info).
Grow with Goodlord: your development is important to us, thatâs why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee youâll learn loads and develop both personally and professionally!
Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
Our team: weâre an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. Weâre all in it together, we learn from each other, weâre genuine and we donât have time for politics
Whatâs next?
If youâre ready to help us on our mission to be the gold standard platform for renting, then click apply (2-3 minutes)!
A full job spec is available on request.
Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.
Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.
** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.
No agencies please - we have tried and trusted partners we would turn to should we require support.
Find Jobs in United Kingdom on Arbeitnow
