ABOUT THE ROLE
Goodlord’s mission is to be the gold standard platform for renting. We are looking for a Service Improvement Executive, reporting directly to the Head of Support and Onboarding, to help us achieve this.
In this role you will drive continuous improvement initiatives across our support function, acting as a detective and architect to analyze data, find inefficiencies, and design and implement scalable, tech‑forward solutions that elevate the customer experience.
DAY‑TO‑DAY RESPONSIBILITIES
* Measure (Data Collection & Discovery): Implement robust data collection mechanisms where lacking and deep‑dive into contact trends to understand who contacts us, why, and when.
* Identify (Resource Mapping & Microtasking): Analyse and quantify resource expenditure by task, segment complex workflows into manageable microtasks to pinpoint bottlenecks, and monitor the usage and success rates of existing contact deflection attempts.
* Improve (Solution Design & Quality): Design innovative support solutions using the 11‑Star Experience Framework, balancing efficiency and cost‑saving initiatives against a robust quality framework to ensure the customer experience is never compromised.
* Automate (AI & Tech Implementation): Assess relevant AI tools based on effectiveness and cost, and lead the implementation of chosen solutions to streamline support operations.
* Stakeholder Management: Act as an internal advocate for process changes, pitch and “sell” new operational methodologies to other departments and secure cross‑functional buy‑in for successful rollout.
ABOUT YOU
You should apply if you:
* A natural drive for problem‑solving: You see a problem and want to fix it using a structured yet creative approach.
* An analytical mind: You can spot patterns in data and use those insights to drive decisions.
* A deep sense of ownership: You see things through from start to finish, proactively learning whatever is necessary to get the job done.
* Curiosity & creativity: You actively want to learn new things and love taking novel approaches to resolving problems.
* Strong communication and interpersonal skills: You can communicate complex points in an easy‑to‑understand way.
* Excellent teamwork abilities: You collaborate effortlessly with others to get things done.
* Adaptability, resilience and flexibility: You navigate shifting priorities with ease and keep pushing forward when things change.
It would also be great if you have:
* Previous experience working in Customer Support or customer‑facing roles, ideally managing relationships or phone‑based service.
* Hands‑on experience with project management, process improvement methodologies, work segmentation, or data analysis.
* A degree (or equivalent) in a STEM‑based subject.
Goodlord wants applicants from all backgrounds and walks of life. We are an equal‑opportunity employer committed to creating an inclusive environment where people can do their best work. If there is anything you need to participate fully in the interview process, please let us know.
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 when making an offer.
Regrettably we are not able to provide sponsorship for this role.
No agencies please– we have tried and trusted partners we would turn to should we require support.
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