Membership Services Executive

Are you a passionate pet lover looking for a new adventure in your career? If so, we want to meet you! At TrustedHousesitters, we're revolutionising the travel and pet care landscape and need a customer service enthusiast to join our Membership Services team.

At TrustedHousesitters, we're all about making sure our members have the best experiences. Our online marketplace connects pet owners with trusted and verified pet sitters, who pet-sit for free in exchange for a place to stay. We have more five-star reviews than any other pet care or travel company, and our exceptional customer retention rates show just how much our owners and sitters love us.

Our Membership Services team is made up of enthusiastic pet lovers and travel enthusiasts, who serve as the face of our brand. As a Membership Services Executive, you'll provide world-class customer care via email, phone, and live chat. You'll be responsible for answering member enquiries, resolving issues, and collaborating with our cross-functional teams to ensure a seamless customer experience.

If you have excellent communication skills, can multitask and prioritise effectively, and have a passion for solving problems, we'd love to hear from you! Let's join forces and enrich lives by connecting real and caring people through pets and travel.

This is a remote role with occasional office work required, and the hours of work are 40 hours per week. You'll report to the Membership Services Team Leader and earn a salary of £25,000-£27,000 per annum (DOE) plus discretionary bonus

Requirements

• To be a knowledgeable, caring, and enthusiastic brand ambassador for TrustedHousesitters
• Stay up-to-date with the latest updates to our products, services, and policies to provide accurate information to members.

• Respond to current and potential member enquiries via email, phone, chat in a friendly and professional manner

• Investigate and resolve member issues, going above and beyond to find the best solution

• Document all tickets in a clear and concise manner for future reference

• Collaborate with our cross-functional teams to resolve complex customer issues and ensure a seamless customer experience.

Our ideal candidate has:

• At least 12 months experience in a contact centre environment
• Excellent written and verbal communication skills.
• Ability to multitask and prioritise effectively.
• Strong problem-solving skills and the ability to think outside the box.
• Empathy and patience when dealing with difficult situations
• Ability to work well under pressure and handle high-volume workloads.

Benefits

As well as 33 days annual leave, pension scheme and bonus scheme, we also invest in:

Your Learning and development

Keen and curious? From conferences to courses, you’ll be guided and cheered on to grow personally and professionally.

House and pet sitting

We actively encourage all of our team members to go Housesitting whenever possible, offering stipends and flexible working opportunities to help make this happen.

Part of the family

Find a rescue pet to join your family and we'll cover the adoption fees, as well as pawternity to help any pet settle into their new home.

Health and wellbeing

We offer "Simply Health" to all employees, offering paid cover for a variety of medical appointments and treatments including dental. Our team are trusted, we all work remotely, and flexibly, to times that suit us.

Tech and Tools

At TrustedHousesitters, there’s a MacBook Pro for every team member and an annual budget for improving your home office.

Fun and games

We have regular company and team social events, both online and in-person, which gives our remote team an opportunity to connect and celebrate our successes.