We are a fast-growing business, changing the markets in which we operate, and helping our customers to enjoy the dream of home-ownership. Our team members have the opportunity to pursue rewarding careers, learn, develop, grow and contribute to our ambitious growth plans.

Better.co.uk has been on an incredible growth journey, as the first digital mortgage broker to launch in 2015 backed by VCs like Goldman Sachs. In 2021, we were acquired by US fintech unicorn Better.com, as part of their first exciting step of international expansion. With top tier investors such as Softbank, Better have scaled 100x in less than 5 years, and with Better.co.uk as the UK operation of Better.com things are just getting started as we look to turbo-charge the next phase of our growth journey.

Together, Better.co.uk is redefining homeownership and making it simpler, faster—and most importantly—more accessible to all. We leverage technology and expertise to find ways that we can make the homebuying journey more approachable and understandable. We work super hard because we are mission driven - to make homeownership better for everyone.

The Role

Our Customer Success team are the first point of contact for many of our customers: you'll be contributing daily to our ambitious mission and values whilst being a helping hand to our customers at every step of their journey. As an active member of the team, you'll have plenty of scope and opportunity to impact the direction of our product and ensure that we understand our customer's needs.

Our customers rate us 4.8 out of 5 on Trustpilot. Can you help us do even better?

This is a shift/rota based role, with the working week consisting of 35 hours and rota'd shifts during these working hours: Monday - Friday 8am - 8pm, Saturdays & Sundays 9am - 5pm

Key Responsibilities:

• Offering prompt, informative support via live chat, text, phone and email
• Improving our customer satisfaction score
• Going the extra mile to ensure customers feel valued
• Maintaining a high level of professionalism around sensitive information
• Being part of the team that runs innovative pilot projects, to score groundbreaking wins for our customers
• Contributing clear and constructive feedback to our product team
• Comfortable with weekend work

You'll be a proactive member of the Customer Success team eager to contribute towards our ambitious goals and values. Ideally you'll have previous customer support experience but this is not essential. You'll be able to demonstrate a high level of enthusiasm, teamwork and optimism and prove why you're bringing something extraordinary to our growing team.

The Ideal Candidate:

• Excellent communication and listening skills
• Highly empathetic - you care about our customers and their outcomes
• Cool head - we're a small spirited team doing very big things, and that means moving rather fast sometimes so we'll need you to be the calm face of the company
• Creativity - you'll be someone who enjoys thinking of new ways of working and solving new problems

Any experience with the following is desirable:

• Customer support and analytics tools
• Working in a startup or fast-paced environment
• Technical or financial product