Customer Support Executive
Job description
Original text imported from Reed
Location - This role is based in our Sheffield office 3 days per week with 2 days working from home. PLEASE NOTE - THE FIRST 5 WEEKS WILL BE FULL TIME IN THE OFFICE
Working hours - 37.5 hours per week (Monday-Friday, 9am-5.30pm with very occasional Saturday working)
Salary - £26,900 (Year 1 OTE of £27,700)
Start Date - must be able to start on Tuesday 12th May 2026
nb. Contact Centre experience is highly desirable for this role.
As part of our recruitment process, we use an AI assistant called Lily to carry out an initial phone call. It takes just a few minutes and allows us to progress suitable candidates faster, including outside normal working hours.
Our mission:
- Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting
- We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution
- Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350 Goodlordians supporting the mission!
The Opportunity:
- Pro actively working to progress referencing applications ensuring reports are generated for our customers in line with our KPI measurements
- Helping tenants to get their dream home through meeting and exceeding targets.
- Professionally supporting our customers with high levels of accuracy (this is super important) with great care and diligence via phone, live chat and email.
What we need from you:
- Previous experience working in a highly targeted and fast-moving contact centre is highly desirable - we will prioritise applications with this experience, but it isn't essential
- Customer centric mindset allowing you to quickly identify and understand the needs of our different customers
- Have great attention to detail and can easily identify inconsistencies
It would also be great if:
- You have previous experience in conducting credit or ID checks or working within the lettings industry
- You’re super organised and have proven your ability to prioritise effectively
What's in it for you:
- Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!
- Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
- 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
- Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
- Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics
What’s next?
If you’re ready to help us on our mission to be the gold standard platform for renting, then click apply (2-3 minutes)!
A full job spec is available on request.
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, we’d love to hear about that - please just include it in your application. Come and join us!
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 at the point of 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.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Highlight your contact centre experience prominently as Goodlord specifically prioritises candidates with this background
📊 Quantify your customer service metrics: 'Achieved 98% customer satisfaction across 150+ daily interactions'
🏠 Emphasise any lettings, property, or rental industry experience as this is highly valued for understanding tenant needs
🎯 Showcase your ability to meet targets and KPIs with specific examples from previous customer service roles
💬 Demonstrate multi-channel support experience (phone, live chat, email) as this role requires all three communication methods
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Processed 120+ referencing applications daily with 99.2% accuracy, ensuring KPI targets were consistently exceeded
- •Managed multi-channel customer support via phone, live chat and email, achieving 95% customer satisfaction scores
- •Conducted thorough credit and ID checks for 200+ applications weekly, identifying inconsistencies that prevented fraud
Free to copy — tailoring requires a 30-sec CV upload.
Your cover letter is ready
We've drafted a cover letter for Goodlord. Preview the opening, then unlock the full personalised version.
Letter preview — tailored to Goodlord
Dear Hiring Manager,
Goodlord's mission to be the gold standard platform for renting aligns perfectly with my customer service experience and passion for helping people achieve their goals. With proven experience in multi-channel support and target achievement, I am excited to contribute to your team of 350 Goodlordians supporting 3,000+ letting agents.
My background in contact centre operations has equipped me with the skills to handle high-volume customer interactions while maintaining accuracy and attention to detail. I understand the importance of meeting KPIs whilst delivering exceptional service, particularly in fast-moving environments where customer satisfaction is paramount.
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Interview questions
10 questions generated from this advert.
Technical
- ›How would you handle processing referencing applications while maintaining accuracy under time pressure?
- ›Describe your experience with CRM systems and managing customer data
- ›How do you prioritise multiple customer enquiries across phone, live chat, and email?
- ›What methods do you use to conduct thorough credit and ID checks?
- ›How would you ensure KPI targets are met while maintaining service quality?
Behavioural
- ›Tell me about a time you helped a customer achieve their goal despite initial obstacles
- ›Describe a situation where you had to handle multiple urgent customer requests simultaneously
- ›Give an example of when you identified an inconsistency that others had missed
- ›Tell me about a time you exceeded your targets in a customer service role
- ›Describe how you would handle a frustrated tenant whose application was delayed
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Tell me about a time you helped a customer achieve their goal despite initial obstacles
Describe a situation where you had to handle multiple urgent customer requests simultaneously