Please note this role will require you to work from our London office and to work weekends.
WHO ARE YOURPARKINGSPACE?
Do you want to join a company who are trusted by over 1 million drivers in the UK, have recently been featured on Sky News and are in The Sunday Times Tech Track 100 as one of Britain's fastest-growing private technology companies?
Look no further!
Think of Airbnb, but for parking!.
YourParkingSpace is an online marketplace and parking reservation service for drivers looking to find and pre-book parking in the UK. The platform features over 350,000 privately owned and commercially operated parking spaces which are available to book by the hour, day or month on a subscription basis. We recently secured a £5 million investment from Pelican Capital, which will kickstart our next phase of growth - It’s an exciting time to join the team!
WHAT YOU’LL BE DOING?
Your core role as part of the Community Team will be to work on our Trustpilot and Internal review systems. Responding to customers, analysing trends and liaising with the wider team on developments.
- You will be responsible for engaging with our customers and partners, managing and replying to customer-generated content published on our multiple reviews and social media platforms.
- Analyse trends and sentiment on reviews and general customer feedback to be able to drive operational changes.
- Together with the Head of Customer Care and Community Manager build and maintain the company’s customer-facing personality.
- Work in parallel with the Customer Care and Telesales teams, quickly redirecting cases related to poor ratings to increase retention rates.
- To be confident handling outbound/inbound calls to ensure an efficient outcome for both Drivers and Space Owners.
- Navigating different online IT tools and browsers to provide accurate information.
- Adhering to company guidelines and processes, working towards rapid reply times and first contact resolution.
- Regular involvement with company events, team meetings and projects.
- Providing feedback to relevant stakeholders based on the trends in your interactions with our Customers and Space Owners.
- Maintain the highest level of customer care at all times.
- Be able to achieve and maintain performance targets, with the main focus on volume handled and customer satisfaction.
- A proactive approach to work and deadlines.
- Ability to change your communication style to suit your audience.
- Be open to changing workload priorities.
- Undertake various ad-hoc tasks as required.
WHO WE’RE LOOKING FOR?
- Written and oral fluency in English.
- Intermediate IT skills.
- A problem-solving and solution-driven mentality.
- A positive, motivated mindset that’ll help you deal with complex customer/partner problems.
- An open mind to changing priorities and business processes.
- A desire to work in a team-based, fast-paced, environment.
- Available to work on rotating shift patterns (early starts/late finish) including weekends
- Familiar with Zendesk, Google Suite (advantageous)
- Previous experience in a customer care role (advantageous)
- Previous experience working with Reviews platforms such as Trustpilot.
WHAT’S IN IT FOR YOU?
- 24 days annual leave + this increases after 3 years, with one extra day, added each year (maximum 3 additional days).
- Birthday off.
- Enhanced maternity and paternity leave.
- Learning and Development opportunities.
- Volunteering and fundraising for our chosen charity.
- Monthly parking credit, as well as free parking at the office.
- Gym membership.
- Mental health and wellbeing support.
- Cycle to work and tech scheme.
- Working in a company where there are no limits! If you work hard and want to achieve big things, this is the place for you.