Customer Operations Executive
Job type: Part-Time (25 hours p/w) or Full-Time (37.5 hours p/w)
Salary:
* Part-Time: £16,333 + discretionary overtime & performance bonus
* Full-Time: £24,500 + discretionary overtime & performance bonus
Why We're Here
At Canopy, we're on a mission to transform the rental market and help millions of renters worldwide achieve their financial goals. Our flagship product, RentPassport, enables renters to create a verified, digital rental profile that can be shared with letting agents when applying for new properties.
Joining Canopy means joining a passionate, highly committed team that's dedicated to growth, innovation, and success. We're looking for like-minded individuals who want to make an impact, take ownership, and share in our success.
The Opportunity
The Operations Executive role is vital to Canopy's continued growth. You'll manage a diverse range of customers—including landlords, letting agents, renters, and guarantors—and ensure they have a seamless, positive experience.
You'll be responsible for:
* Delivering excellent customer service across phone, email, and live chat
* Managing the renter referencing journey end-to-end, resolving issues, approving documents, and liaising with letting agents
* Identifying opportunities to promote Canopy's products and services based on customer interactions
* Supporting the wider Canopy team to achieve business objectives with flexibility and initiative
Your Skills
We're looking for someone who is:
* Confident and professional on the phone, with excellent written and verbal communication skills
* Highly organised with a sharp eye for detail and the ability to follow processes accurately
* A quick learner, able to pick up new systems, products, and ways of working with ease
* Proactive and reliable, seeing tasks through to completion and keeping customers informed
* A collaborative team player who also works confidently on their own
* Comfortable juggling multiple tasks in a fast-paced environment while maintaining high standards
Main Areas of Responsibility
* Deliver high-quality customer service across phone, email, and digital channels
* Own and manage customer service tickets, ensuring timely, accurate responses in line with SLAs
* Proactively support renters and agents, identifying issues and providing solutions
* Manage the tenant journey end-to-end, ensuring a smooth and transparent experience
* Complete tenant referencing checks accurately and efficiently
* Review employment and landlord references with attention to detail and sound judgement
* Conduct manual verification checks on financial documents to ensure accuracy and compliance
What We're Looking For
Most importantly, you'll share the qualities that have driven Canopy's success so far:
* You're a people person and a true team player
* Adaptable and able to tailor your communication to each customer
* Passionate about getting things right for customers and clients
* Bring initiative, enthusiasm, and a positive, solutions-focused mindset
Desired but not essential: Experience in customer service, ideally in a CRM-based environment (Intercom preferred).
What We Offer
We're committed to making Canopy a great place to work:
* Company pension scheme after 3 months
* Holiday buy-back scheme (up to 5 days/year)
* Performance-based bonus scheme (up to £1,200/year, increasing with tenure)
* Employee referral scheme
* 25 days annual leave plus bank holidays, and an extra day per year of service (up to 7 years)
* Overtime opportunities
* Your birthday off
* Free tea & coffee in the office
* Smart casual dress code
* Company-funded social events
* Hybrid working model: office-based Tue–Thu in Nottingham City Centre; WFH Mon & Fri
* Standard hours are between 9am–6pm Monday to Friday, plus a rotating Saturday (usually one per month, 9am–2pm)
Job Types: Full-time, Part-time, Permanent
Pay: From £16,333.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Free parking
* On-site parking
* Paid volunteer time
* Referral programme
* Sick pay
Experience:
* Customer service: 3 years (preferred)
Language:
* English (required)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Nottingham NG1 7AQ