Customer Operations Representative

Base Pay: £24,000 - £26,000

Company Bonus: Annual 0-10%+ (Based on company performance)

Share Options: £10,000

Hours: 40 hours per week with the option of flexi-time

At Switchee, we believe that everyone deserves to live in a decent home and that the

environments we inhabit have a massive influence on our ability to enjoy life and prosper.

One in five households in the UK live in social housing, a sector with the right values at its core but that has historically struggled to deploy innovations in the home. Many residents still can’t afford to heat their homes and live in cold, mouldy properties they can’t be proud of.

We believe that radical innovation in internet-connected technology can ensure that every resident, every day, is living in a home that allows them to succeed. That’s why our products are built not just on great technology, but on an understanding of what people want from the space they live in.

This approach led us to reimagine the most mundane household object - a thermostat - into a product that reduces energy bills, looks great and offers control to those who want it. We are also revolutionising the way social landlords manage their housing stock with an obsessively tailored SaaS property dashboard and handy alerts on things like when the boiler is going to break.

Our next project is to build the ultimate connected hub for the social home. It’s going to

revolutionise the way residents interact with their homes and landlords manage their properties.

Our Journey

We may be only 8 years old, but it’s already been quite a ride. Our first product, the connected Switchee thermostat is already in over 100 of the UK’s biggest housing providers.

We’re growing 100% year on year and are backed by some of the best-known investors in technology and social impact. We are a small team of 70 passionate and ambitious people driven by a collective desire to make a positive impact in the housing sector, both for residents and landlords.

We are looking for a motivated individual to be an essential part of our team, supporting the beating “heart” of the business and our new customers.

Your responsibilities

As a Customer Support Operative, you will be responsible for delivering a wide range of customer support, logistical, technical and relationship management activities. The role combines core operational skills with data analytics, stakeholder management and an ability to solve new and complex operational problems.

A detail-oriented, continuous improvement mindset is a must with good problem-solving skills. You will play an integral part in the delivery of excellent Customer Service to our large social housing customers and the communities they house. You will regularly speak with residents, installers and housing associates acting as the voice of Switchee.

The work will entail close collaboration with other operations functions as well as our Sales, Customer Success and Development Teams. It is a time of high growth for Switchee and you will play an important role in supporting the company in designing and building our future Operations capability.

At Switchee your growth and development will be the focal point for your quarterly performance and progression conversations with your manager. We will encourage you to reflect on our Career Development Framework to enable you to grow in line with your scope of role and responsibilities. Our CDF is divided into levels where a selection of expected behaviours describes your ability to move up on the career ladder for your role. We have had 20% promotions in the last 12 months, and our manager:employee ratio is 1:3.

The role

• Provide timely and caring first-line customer support utilising customer service skills and a solutions-oriented attitude. Understanding that blockers may be cultural/behavioural as well as technical and thrive in finding solutions to these.

• Willingness to see a problem through from start to finish and go the extra mile to resolve customer issues.

• Support our Business Development and Customer Success Teams to provide excellent Key Account support. Working professionally, efficiently and promptly within the constraints of a complex operational environment to deliver a superior customer experience.

• Ownership of various continuous improvement initiatives to objectively improve the quality of our customer service.

• Support the end to end hardware fulfilment from point of sale to client receipt of delivery.

• Assist senior stakeholders with day to day Grant Management & Data Protection processes to support our continuous growth and compliance agenda.

We are a company built on a strong technical foundation. You’ll need to grasp and effectively manage a range of data sets, technology platforms and organisational complexity. Most importantly you will need initiative and drive.

Your Support Journey

We have worked hard to ensure that when you join the team there is a clear pathway for progression and learning. During your probationary period, you will be a ‘Trainee Support Operative’ who will be supported through the initial learnings of our support team. During this time you will be assigned a specific mentor to aid in your learning and development. Upon successful completion of your probationary period, you will be promoted to the role of Customer Support Operative.

Who You Are

These are ideal but not required as we know some people are less likely to apply for the role unless they are 100% qualified. We promote a diverse, inclusive and empowering culture at Switchee:

• Excellent communication and interpersonal skills with a strong ability to build relationships with others.

• Ability to develop and implement effective solutions to operational problems.

• Proven track record in working as part of an effective team.

• Experience working in operations or a similar commercial field.

• High attention to detail and a love of continuous learning and development.

• Ability to handle multiple priorities to meet demanding client deadlines.

• Working with and managing a large variety of stakeholders.

• Fluency with complex problems, large data sets and an ability to analyse them to drive operational improvements.

We are a diverse bunch of people at Switchee. That said, there are some characteristics we always look for:

• The desire to build something revolutionary.

• Care about the environment and are interested in energy efficiency.

• Interested in technology and neat solutions to complex problems.

• Biassed toward action.

• You're open, positive, and straightforward.

• We are not able to nurture success for those who don’t thrive on challenge and change.

• We are not a team for people who believe in negative chatter and gossip.

Perks

• Unlimited holiday policy + Bank Holidays. No need to count those Winter break days anymore!
• Everyone at Switchee enjoys flexible working hours and is the master of their own routine.
• We have a remote-first Hybrid Working Model, with offices near London Bridge.
• We will provide you with all the necessary equipment to work from home in a safe and enjoyable manner.
• We socialise together with regular outings in London and Birmingham.
• We host Quarterly offsites as an integral component of our Hybrid Working arrangements. These offsites are mandatory for all team members and serve as a vital opportunity to foster cohesion and collaboration within our diverse workforce.
• We are hosting regular Virtual Socials and keep finding creative ways of staying connected with each other.
• We provide an L&D budget and access to our Switchee Library, where you can request new books monthly.
• We provide access to ThanksBen - a platform with plentiful discounts and free virtual well-being sessions.
• We offer Spill, a Mental Health app at your fingertips, where you can get in touch with a therapist in record time.

P.S Switchee is a Disability Confident Employer and we aim to provide reasonable adjustments for our new hires to ensure they are successful and supported in their roles. We also practice an anti-bias approach to recruitment. Read more about it here.

Application Process:

1. Phone Screen - with Keziah (Talent Coordinator)

2. Technical Interview - with Amylee (Customer Support Team Lead) & member of the Operations team.

3. Task & Q&A - with Amylee and other members of the Operations

4. Culture Fit interview - with Olya (Head of People) & another Operations team Member

To prepare for the interview stages, review all the available information about Switchee online, and our careers website and most importantly, prepare real-life examples of having dealt with the responsibilities listed in the job description.

Our average time to hire is 24 days, this is from the moment we receive your CV to the offer letter sent.