Customer Support Executive

Hello, we’re Honest 👋

The clue’s in the name: we’re the network doing mobile right.

We’re on a mission to fix a broken industry and show there’s a better way to do mobile, for both people and the planet. For too long, the big mobile networks have been taking advantage. We think customers deserve better. Way better.

So instead of counting profits and doling out the bare minimum, we give customers what they actually want. That means bills that drop every month, support in seconds, and sustainability efforts that shrink their carbon footprint.

Powered by cutting-edge technology, we’re building the next generation mobile network. This includes our unique Smart SIM that offers unbeatable coverage and free use of 500+ essential apps worldwide.

That’s not all. We’re also the UK’s first B Corp mobile network, a carbon-negative company and member of 1% for the Planet 🌎

But building the world’s best mobile network requires having the right people to help us do it. That’s where you could come in.

Like the sound of Honest? Read on. This could be the start of something exciting 🚀

Role overview:

The telecoms industry is known for its terrible customer support. At Honest, we’re reinventing how we support our customers by using better technology to provide a better experience. You’ll be the newest member of our customer support team, and will be an integral part of the future of Honest Mobile.

In this role you’ll:

• Help Honest Mobile’s customers with anything they need and make sure they are delighted, even when something hasn't quite gone to plan. You’ll be their first point of contact on instant chat and email.
• Take ownership of and be proactive with communications to customers where you can see potential problems
• Help maintain and improve our customer support scores and processes:
  • Our Net Promoter Score is the best in the mobile industry (over 70) and our Trustpilot Rating of 4.7 puts us at the front of the pack. You will be helping to delight our customers and improve our customers’ experience
  • We respond to customers in seconds rather than letting them wait on hold - being quick and friendly is very important to us
• 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

Hours:

• 40 hrs /week shift pattern including some evenings, weekends and bank holidays
• While we’re helping you get up to speed, your hours will be focused on the core working week, 9-6, Monday to Friday.
• Once you’re up to speed, your 40 hours a week will be across our operating hours of 8am until 7.30pm, and covering one weekend in every three as part of those hours.

Location:

• This is a UK only based role. In this role, you can either work full time remotely from anywhere in the UK, or work in a hybrid-first environment, and come into the London office at least one day per week.

About you:

• You might be a graduate, you might not be. You might have years of work experience, you might not. We're looking for someone to help make sure our customers keep being the happiest mobile customers around.
• 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 themYou’re a good writer and can explain complex topics clearly and simply to anyone, particularly those who are less comfortable with technology
• You're excited about technology, are comfortable using and understanding tech and are happy explaining things to non-technical people
• You like solving problems
• You love getting your hands dirty and don't mind trying out new things
• You care about sustainability and making our planet a better place
• You see the potential in bringing Honest Mobile's transparent, community-focused approach to hundreds of thousands of people

Interview 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

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. Email Fi, our Head of People & Impact . She’s here to help.

UK work eligibility:

We can only accept applications from those eligible to live and work in the UK. We are unable to sponsor visas for this position.

What you’ll get in return for all your hard work?

💸 Salary: £26,250 - £28,810

⚖️ Ownership in Honest through our EMI option scheme

🌴 33 days annual leave (25 days, plus all bank holidays)

🥳 Your birthday off each year on us!

📱 An Honest sim, and new-refurbed phone on us

🙋 1 paid volunteering day each year

💚 Wellbeing budget through Heka

🚲 Cycle to Work scheme

📚 £500 annual learning budget

🪇 Regular team socials

Why join Honest?

🏅Backed by top investors including DMGV, WAYRA, Ascension and TinyVC

🙋 Being part of a fast-growing, talented team that likes to have fun

📚 Fast-learning, entrepreneurial environment where we focus on supporting your growth and personal development

📈 Opportunity to help shape the future of Honest

💻 We'll provide you with all the tools and technology you need to do your best work

⭐ Working for one of the UK’s top rated mobile networks on Trustpilot

Diversity, inclusion, equity and belonging at Honest

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.