Full description

As a Customer Support & Retention Representative, you’ll be the heartbeat of our customer operations, helping support students with finding homes and managing their Housr utility packages
You’ll combine a customer-first mindset with problem-solving instinct to help deliver a best-in-class experience for all our users
We’re looking for a Customer Support & Retention Representative to help support Housr’s growing base of customers that have subscribed to a utilities management package
You’ll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience
You’ll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries
You’ll lead our cancellation and retention efforts, handling customer cancellation requests head-on to find “save” opportunities, and using these insights to actively reduce churn across the business
You’ll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave
You’ll be supporting customers in different ways depending on the time of year - autumn to spring will be all about helping students find a home for the next academic year. In the summer, you’ll help them with getting their utilities up and running, ahead of move-in

📣 We’re looking for someone who can hit the ground running this June or July 2026, helping us prep before our busiest time of year kicks off
You’re motivated and ambitious. You are capable of learning and adapting in a fast changing startup environment
You’ll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries
You are skilled at turning a “no” into a “yes.” You know how to actively listen to a customer’s reasons for wanting to cancel, unpack their frustrations, and confidently present solutions or alternative options to save the account
You’re highly organised and can demonstrate your attention to detail
Prior experience in a busy, multi-channel customer facing or Sales role is a bonus, but not required
You’ll have excellent communication skills, written and verbal, and an ability to work well under pressure

First Stage - Exploratory screening call with our Operations Managers (30 mins)
Second Stage - We’ll set you a take home task, requiring no more than 2hrs of your time. We’ll make it fun, we promise. We’d then like you to present your task to us F2F:
Part 1 - A chance for you to walk through your take-home task and for us to ask questions (30 mins)
Part 2 - Wider ranging questions about your experiences and motivations for working at Housr, approaches to certain scenarios, working style and what you’ll bring to this role (30 mins)
Offer - If we think it’s a good fit, we’ll make you an offer!

Customer Support & Retention Representative

Compensation

Not disclosed

Location

Manchester, United Kingdom

Work setup

Not specified

Seniority

Not specified

Employment

Not specified

Experience

Not specified

As a Customer Support & Retention Representative, you’ll be the heartbeat of our customer operations, helping support students with finding homes and managing their Housr utility packages
You’ll combine a customer-first mindset with problem-solving instinct to help deliver a best-in-class experience for all our users
We’re looking for a Customer Support & Retention Representative to help support Housr’s growing base of customers that have subscribed to a utilities management package
You’ll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience
You’ll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries
You’ll lead our cancellation and retention efforts, handling customer cancellation requests head-on to find “save” opportunities, and using these insights to actively reduce churn across the business
You’ll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave
You’ll be supporting customers in different ways depending on the time of year - autumn to spring will be all about helping students find a home for the next academic year. In the summer, you’ll help them with getting their utilities up and running, ahead of move-in

📣 We’re looking for someone who can hit the ground running this June or July 2026, helping us prep before our busiest time of year kicks off
You’re motivated and ambitious. You are capable of learning and adapting in a fast changing startup environment
You’ll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries
You are skilled at turning a “no” into a “yes.” You know how to actively listen to a customer’s reasons for wanting to cancel, unpack their frustrations, and confidently present solutions or alternative options to save the account
You’re highly organised and can demonstrate your attention to detail
Prior experience in a busy, multi-channel customer facing or Sales role is a bonus, but not required
You’ll have excellent communication skills, written and verbal, and an ability to work well under pressure

First Stage - Exploratory screening call with our Operations Managers (30 mins)
Second Stage - We’ll set you a take home task, requiring no more than 2hrs of your time. We’ll make it fun, we promise. We’d then like you to present your task to us F2F:
Part 1 - A chance for you to walk through your take-home task and for us to ask questions (30 mins)
Part 2 - Wider ranging questions about your experiences and motivations for working at Housr, approaches to certain scenarios, working style and what you’ll bring to this role (30 mins)
Offer - If we think it’s a good fit, we’ll make you an offer!