London office

Customer Service Manager

MyBuilder.com helps homeowners find reliable tradesmen through the power of online reviews. We’re a market leader in the UK and are part of IAC, a well known New York based internet group (Tripadvisor, Vimeo, Match.com, Tinder, HomeAdvisor, etc.) MyBuilder operates throughout the UK. Our bright and spacious HQ is located bang in the centre of Clerkenwell, the most interesting creative hotspot in London.

We’re looking for an experienced customer service manager to lead our Consumer Team. Based at our Central London office, you will lead a small team of Customer Support Advisors across our consumer support and escalations teams. This position reports to the Head of Customer Service.

What you’ll be doing

  • Build a high-performing customer service team. Communicate direction and goals, coach and provide regular performance feedback.
  • Be an effective player-coach. Dedicate a portion of your time each week to rolling up your sleeves and working alongside the team.
  • Develop and optimise workflows to improve productivity. Create procedures that promote best practice and ensure consistency across all our customer service teams.
  • Create working patterns that deliver optimum service levels.
  • Think of innovative new ways to deliver a memorable customer support experience.
  • Work with other teams to improve our screening methods and help deliver a safer service to consumers.
  • Gain insight into user issues, making recommendations to improve our product and service.
  • Create and own departmental objectives & key results to identify, prioritise, implement and measure actions that matter most to the business.
  • Champion individual and team achievements within the company.

Who we’re looking for

We seek a smart, energetic and experienced leader who knows how to motivate a team and get things done. Our ideal candidate will also ideally have the following skills/experience:

  • A minimum of 2 years experience in a customer service management role - preferably at a tech business.
  • Passionate about developing and motivating people to achieve great results.
  • Ability to think strategically and understand the impact that decisions will have on the business.
  • Strong interpersonal skills - able to establish credibility quickly and build relationships effectively across the business.
  • Advanced technology user. Proven experience of using tech to improve productivity and enhance existing operational processes.
  • Experience of using and managing a help desk system, like Salesforce, Desk.com or Zendesk.
  • Excellent resource planning and organisational skills. Able to prioritise according to ever-changing demands.
  • Data driven. Able to build and analyse reports to gain customer insight.
  • Experience of working in a regulatory or similar environment.

Why you’ll enjoy working at MyBuilder

We’ll set you up with a shiny new Mac and a spacious workspace at our lovely Clerkenwell office. You’ll enjoy excellent coffee, free lunches, lively banter and the most competitive office table tennis league in town (probably). Most importantly, you’ll be in great company, surrounded by a top-flight team on a mission to make the world a better place, one project at a time. We’ll also add:

  • Competitive salary
  • Company pension
  • Cycle to work scheme
  • Season ticket loan
  • Fresh food and exotic drinks
  • Foosball, darts, skateboards & guitars

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, colour, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, or marital status.

How to apply

We have filled this role and are not currently looking. However you are welcome to send in your CV for us to keep on file.