Head of Customer Service, OnHand
£45-50k
On-demand employee volunteering and environmental action
Open for applications
On-demand employee volunteering and environmental action
21-100 employees
Open for applications
£45-50k
21-100 employees
Company mission
To fundamentally change what it means to do good at work, to better our communities and planet.
Role
Who you are
- Excellent problem-solving abilities, with keen attention to detail and a proactive approach to resolving issues
- You can think strategically while also getting stuck into the details. You’re comfortable working in a fast-paced, high-growth environment
- Excellent written and verbal communication skills
- Team leadership or managerial experience would be considered a strong foundation for success in this role
- Proven track record of improving processes and measuring the business impact
What the job involves
- Day-to-day management of all customer success processes and KPIs, including building out new success metrics and targets
- Solve customer enquiries efficiently and accurately daily
- Work with wider teams to improve all customer support email templates, assets and help centre FAQs
- Feed customer issues and themes back into the business to impact the product roadmap
- Be the go-to for all customer escalation
- Constantly improve on current procedures, processes, policies and standards based on an ever-growing and evolving customer landscape
- Monitor and optimise our Help Centre FAQs
Our take
onHand is the first employee platform that engages employees in both climate action and local social good via volunteering. It's the 'E' and 'S' of ESG, a topic on every corporate's agenda right now.
With productivity in the workplace directly correlated to the mental wellbeing of staff, onHand aims to provide opportunities that give employees a greater sense of purpose at the same time as giving corporates a way to track and shout about their impact. Other companies such as Alaya and Spark by Benevity have a similar goal of providing purpose and well-being in the workplace, but onHand stands out by offering both eco and social good action and by making those opportunities on-demand.
By making opportunities to do good easy and quick to access via its location-based app, the company aims to have a positive impact on communities and the planet whilst improving mental wellness and productivity for its clients. With the growing trend for greater transparency in CO2e reductions and ESG reporting, onHand tracks all actions and provides employers with live data dashboards and public-facing impact pages to shout about the good their teams are delivering.
Freddie
Company Specialist at Welcome to the Jungle
Insights
55% female employees
67% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2023
$0.2m
EARLY VC
Jan 2023
$4m
SEED
Total funding: $6.3m
Company benefits
- 25 days holiday + bank hols
- Work from any location
- MacBook + iPhone
- Wellbeing days each month and Wellbeing hours each week
- Birthday off-day
- Half-day Fridays
- Remote working budget or co-working space
- Quarterly in-person team sessions
- Unlimited social+eco good via the onHand app
- Tonnes of perks via Pirkx including therapy courses
- Extra bens every anniversary (from our 1year trainer bonus to our 5year paid month off)
- AND.... Do work that means something: we're a high growth business doing good in the world
Company HQ
Ponteland, UK
Articles
Leadership
Sanjay Lobo
(CEO)Former exec team at two unicorns, Lastminute.com (one of the UK's first unicorns) and Vistaprint (Nasdaq listed, with 17m customers). Now using that experience to solve society's biggest issues.
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