help desk technician London, England
Job description
Base Pay: £24,000 - £26,000
Company Bonus: Annual 0-10%+ (Based on company performance)
Share Options: £10,000
At Switchee, we believe that everyone deserves to live in a decent home and that the
environments we inhabit have a massive influence on our ability to enjoy life and prosper.
One in five households in the UK live in social housing, a sector with the right values at its core but that has historically struggled to deploy innovations in the home. Many residents still can’t afford to heat their homes and live in cold, mouldy properties they can’t be proud of.
We believe that radical innovation in internet-connected technology can ensure that every resident, every day, is living in a home that allows them to succeed. That’s why our products are built not just on great technology, but on an understanding of what people want from the space they live in.
This approach led us to reimagine the most mundane household object - a thermostat - into a product that reduces energy bills, looks great and offers control to those who want it. We are also revolutionising the way social landlords manage their housing stock with an obsessively tailored SaaS property dashboard and handy alerts on things like when the boiler is going to break.
Our next project is to build the ultimate connected hub for the social home. It’s going to
revolutionise the way residents interact with their homes and landlords manage their properties.
Our Journey
We may be only 8 years old, but it’s already been quite a ride. Our first product, the connected Switchee thermostat is already in over 100 of the UK’s biggest housing providers.
We’re growing 100% year on year and are backed by some of the best-known investors in technology and social impact. We are a small team of 70 passionate and ambitious people driven by a collective desire to make a positive impact in the housing sector, both for residents and landlords.
We are looking for a motivated individual to be an essential part of our team, supporting the beating “heart” of the business and our new customers.
Your responsibilities
As a Support Operative you will be responsible for delivering a wide range of customer support, logistical, technical and relationship management activities. The role combines core operational skills with data analytics, stakeholder management and an ability to solve new and complex operational problems.
A detail oriented, continuous improver mindset is a must with good problem-solving skills. You will play an integral part in the delivery of excellent Customer Service to our large social housing customers and the communities they house. You will regularly speak with residents, installers and housing associates acting as the voice of Switchee.
The work will entail close collaboration with other operations functions as well as our Sales, Customer Success and Development Teams. It is a time of high growth for Switchee and you will play an important role in supporting the company in designing and building our future Operations capability.
The role
Provide timely and caring first line support utilising customer service skills and a solutions oriented attitude. Understanding that blockers may be cultural/behavioural as well as technical and thrive in finding solutions to these.
Willingness to see a problem through from start to finish and go the extra mile to resolve customer issues.
Support our Business Development and Customer Success Teams to provide excellent Key Account support. Working professionally, efficiently and promptly within the constraints of a complex operational environment to deliver a superior customer experience.
Ownership of various continuous improvement initiatives to objectively improve the quality of our customer service.
Support the end to end hardware fulfilment from point of sale to client receipt of delivery.
Assist senior stakeholders with day to day Grant Management & Data Protection processes to support our continuous growth and compliance agenda.
We are a company built on a strong technical foundation. You’ll need to grasp and effectively manage a range of data sets, technology platforms and organisational complexity. Most importantly you will need initiative and drive.
Your Support Journey
We have worked hard to ensure that when you join the team there is a clear pathway for progression and learning. During your probationary period you will be a ‘Trainee Support Operative’ who will be supported through the initial learnings of our support team.. During this time you will be assigned a specific mentor to aid in your learning and development. Upon successful completion of your probationary period you will be promoted to the role of Support Operative.
Who You Are
These are ideal but not required as we know some people are less likely to apply for the role unless they are 100% qualified. We promote a diverse, inclusive and empowering culture at Switchee:
Excellent communication and interpersonal skills with a strong ability to build relationships with others.
Ability to develop and implement effective solutions to operational problems.
Proven track record in working as part of an effective team.
Experience working in operations or a similar commercial field.
High attention to detail and a love of continuous learning and development.
Ability to handle multiple priorities to meet demanding client deadlines.
Working with and managing a large variety of stakeholders.
Fluency with complex problems, large data sets and an ability to analyse them to drive operational improvements.
We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, and culture is how we function as a group and how we live our values as individuals.
You deeply care about Switchee’s mission; you have a desire to build something revolutionary, that will disrupt an industry, and positively impact ordinary people’s lives.
You care about the environment, are interested in energy efficiency and have thought about the challenges and opportunities posed by an evolving domestic energy market.
You like technology and neat solutions to complex problems.
You thrive on challenge and change; you naturally gravitate to the hardest questions first and love thinking differently to solve them.
You are biassed towards action and you’re happiest when you’re “getting stuff done”.
You’re open, positive and straightforward. You’re not afraid to stand up for your convictions, even when it’s hard to do so.
You celebrate your colleagues’ successes and thrive on your failures; you grasp any opportunity for learning and personal growth.
