Customer Support Executive, Honest
Customer Ops, full-time, permanent
£26.3-28.8k
Offers ownership in Honest through our EMI option scheme
More information about location
Carbon negative mobile network
Posted today
Carbon negative mobile network
21-100 employees
Posted today
£26.3-28.8k
Offers ownership in Honest through our EMI option scheme
More information about location
21-100 employees
Company mission
Honest is the network doing mobile right. It's on a mission to show a broken industry there’s a better way to do mobile.
Role
Who you are
- We're looking for someone to help make sure our customers keep being the happiest mobile customers around
- You see the potential in bringing Honest Mobile's transparent, community-focused approach to hundreds of thousands of people
- You have experience interacting with customers - mostly consumers - and providing them great customer service
- You enjoy talking to people, understanding their problems and helping to get them fixed for them
- You’re a strong writer who can explain complex topics clearly and simply to anyone
- You love technology and feel confident using and understanding it
- You enjoy helping others get to grips with tech, especially those who are less comfortable or non-technical
- You love solving problems, getting stuck in and don't mind trying out new things
- You care about sustainability and making our planet a better place
What the job involves
- Join our Customer Support team and help shape the future of Honest Mobile as we reinvent support through smarter tech and better experiences
- Be our customers’ first point of contact on instant chat and email. We respond in seconds, not minutes, so being quick and friendly is key for us.
- Help Honest’s customers with whatever they need, keeping them delighted and improving their experience, even when things don’t go to plan
- Take ownership of and be proactive with communications to customers where you can see potential problems
- Help maintain and improve our best in mobile industry Net Promoter Score (70+)
- Help keep and improve our 4.7 Trustpilot Rating that puts us at the front of the pack
- Work with our team to improve processes for our teams, and provide feedback to help automate them where possible
- Help write and update FAQs and support articles for our most common questions to help customers find the information they need
- You’ll work 40 hours a week on a shift pattern that includes some evenings, weekends, and bank holidays.
- During training, your hours will be Monday to Friday, 9am–6pm. Once you’re up to speed, you’ll work within our operating hours (8am–7:30pm), covering one weekend in three.
Application process
- Stage 1: 30-min video intro call with a member of our Customer Ops team
- Stage 2: 1-hour video experience & task interview with a member of our Customer Ops and People team
- Stage 3: 1-hour video values interview with our Co-founders
Salary benchmarks
Our take
Honest Mobile was launched in response to seeing a gap in the modern market for mobiles. Mobile networks were lagging behind, set in their old ways with complicated contracts, overcharging, and keeping customers on hold -being the norm.
To challenge this, the company built Honest Mobile from the ground up to create a better mobile network for customers and the planet. With £150k in funding, Honest Mobile has created the first carbon-neutral mobile network where customers can float between networks. And on top of this, its a registered B-Corporation and plants trees on behalf of its customers.
The mobile industry has many established players who have already spent time dealing with the challenges that Honest Mobile currently faces, like price competitiveness, WiFi functionality, and rural coverage. However, by aiming to capitalise on the consumer trend of eco-consciousness, which many of the existing companies in this space neglect, Honest Mobile aims to grow its customer base. Its performance on Seedrs, an equity crowdfunding platform for startups where it raised more than £3M in an oversubscribed campaign, shows that it is clearly gaining traction in the market.
With sustainability at the core of its mission, the company has released the UK's first recycled SIMs – made from 100% post-consumer recycled plastic. Honest Mobile's next step? Getting get rid of SIMs altogether!
Steph
Company Specialist at Welcome to the Jungle
Insights
31% female employees
Company
Funding (last 2 of 3 rounds)
Apr 2023
$4.1m
EARLY VC
Jan 2021
$1.1m
SEED
Total funding: $5.4m
Company benefits
- 🏝️ 25 days annual leave: Relax, unwind and take that all-important break 25 days a year, plus all the bank holidays
- 🥳 Your birthday off every year
- 📈 Ownership of Honest: Own your slice of Honest, through our company-wide EMI share options scheme
- 📱 An Honest plan and new refurbed phone: It goes without saying... a *new* phone (refurbed, ofc) and monthly SIM plan is coming your way – on us
- 🙋 Paid volunteering: We're all about doing the right thing. Each year you'll get a day to give back
- 📚 £500 annual learning budget: You get a learning budget! You get a learning budget! Everyone gets a learning budget! That's right, you'll get £500 per year for all your essential and technical learning
- 🧘 Monthly £35 wellbeing budget: Did someone say wellbeing? Yes, we did! You'll receive £35 through Heka to spend on self-care for the month
- 🚲 Cycle to Work scheme: Looking for a new ride to work? We've got you covered with the Cycle to Work scheme
- 🪇 Regular team events: Every other month we get together for a fun activity – from pottery painting, to archery, to escape rooms
Company values
- Radical changemakers: We’re here to shake things up, not follow the crowd. That means moving fast, taking risks and tackling challenges head on
- Positively provocative: We’re hungry for change but we’ll always keep things warm, hopeful and positive
- Caring candidly: While other networks count profits and dole out the bare minimum, we're here flipping the script. Because at Honest, we care about the same things our customers do
- Down-to-earth honesty: The clue’s in our name: we like giving it to people straight. Honesty is the bedrock of who we are
Company HQ
Lambeth, London, UK
Articles
Leadership
Andy Aitken
(Co-Founder & CEO)Andy studied Land Economy at Cambridge, and are an ICAEW Chartered Accountant. Worked at Deloitte for over eleven years, from Deloitte Scholar to Consultant for Deloitte Propel.
Josh Mihill
(Co-founder)Josh studied Product Design Engineering at Glasgow School of Art and the University of Glasgow followed by an MPhil in Industrial Systems, Manufacturing & Management from the University of Cambridge.
Diversity, Equity & Inclusion at Honest
Fiona Egan (Head of People & Impact)
- Here at Honest, we’re all about doing the right thing, especially when no one’s looking. That includes building an inclusive environment where everyone feels like they belong and proud to be their true selves everyday. We’re committed to providing the support our team needs to thrive and do their best work. We believe it’s our differences that make us stronger and celebrate diversity in the Honest team. Learning from one another’s unique experiences, perspectives and ideas is how we win. That’s why we strongly encourage applications from all walks of life. So no matter your ethnicity, sexuality, gender identity, disability, neurodiversity, caregiver status, economic background or anything else, we welcome your application. Need any adjustments to support you with your application or at any point during the interviewing process? Email Fi, our Head of People & Impact. She’s here to help.
- Support during the process. If you have a disability, health condition, or any access needs and would like us to make adjustments to our process, please let us know. We’re happy to work with you to make sure you have what you need to take part fully and comfortably.
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