Membership Services Executive

Description

TrustedHousesitters is a global pet care travel exchange; a two-sided digital marketplace of owners and sitters that’s growing rapidly through our unique combination of product, proposition, marketing and community building. Our small but mighty team has a collaborative and supportive culture. We’re passionate about pets, people and travel; continuously searching for the win, win, win that makes everyone’s lives easier, travel kinder on the pet and enables a more sustainable travel footprint.

We're fully in scale-up mode and have grown to be the only global platform of its kind. In the last few years, we’ve consistently achieved high year-on-year growth. Thanks to strong tailwinds in the pet and travel industry in the post-Covid world, 2022 has been our strongest year so far. We facilitate the perfect match between pet owners who want to leave their pets in safe hands and pet sitters looking to enjoy the companionship of pets whilst they travel.

We've recently made the transition to a remote-first business, however we've retained a HQ in central Brighton which is available for collaborative working and in-person meetups.

ROLE

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.

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:

• Premium TrustedHousesitters pet owner and sitter membership which includes benefits like airport lounge passes, sit cancellation insurance, and home and contents insurance for sits
• Our team have an unlimited housesitting allowance, can work remotely from their sits, and TrustedHousesitters will contribute up to £500 per year towards travel costs
• £200 annually towards home office equipment
• Monthly working from home stipend
• Mac book
• Find a rescue pet to join your family and we’ll cover the adoption fees, as well as paternity to help any pet settle into their new home.
• We host a quarterly all expenses paid meetup, and will fund team events (remote or in person) throughout the year
• We can cover costs of personal development resources, and have regular time set aside for personal development
• Health Insurance plan, including dental (Bupa)
• Brighton Bikeshare
• Recruitment Referral Bonus
• Access to Spaces Locations across the globe

If you're ready to join us on our mission to become the most loved pet travel solution, we'd love to hear from you.