📍Location - this role is based in our Sheffield office 2 days per week with the remaining 3 days working remotely We are looking for a highly analytical and pragmatic Service Improvement Executive to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect-digging into data to find inefficiencies and design and implement scalable, tech-forward solutions to elevate our customer experience. We know that having the right mindset is the most important asset, which is why we will provide the training, guidance, and mentorship you need to master our methodologies and succeed in this role. You will own the end-to-end improvement cycle, utilising a core philosophy of Measure, Identify, Improve, and Automate. From spotting gaps in our data to mapping resource expenditure and implementing AI-driven solutions, you will be the driving force behind our operational excellence. As part of our recruitment process, we use an AI assistant called Lily to carry out an initial phone call. It takes just a few minutes and allows us to progress suitable candidates faster, including outside normal working hours. Our mission: * Two in five people in the UK rent their homes. Goodlord's mission? To be the gold standard platform for renting 🌎 * We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution 🏠 * Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350+ Goodlordians across the group supporting the mission! 💚 What we need from you: * A natural drive for problem-solving: You see a problem, you want to fix it using a structured yet creative approach. * An analytical mind: You are able to see patterns in data and use those insights to drive your decisions * A deep sense of ownership: You see things through from start to finish, proactively learning whatever is necessary to get the job done and accomplish your goal * Curiosity & Creativity: You actively want to, and get energised by, learning new things. You love taking a novel approach to resolving problems * Strong communication and interpersonal skills: You are able to communicate complex points across in a way that is easy for anyone to understand * Excellent teamwork abilities: You collaborate effortlessly with others to get things done * Adaptability, resilience and flexibility: You navigate shifting priorities with ease and keep pushing forward when things change. It would also be great if you have: * Previous experience working in Customer Support / Customer-facing roles. Ideally in managing relationships or phone-based customer service. * Prior hands hands-on experience with project management, process improvement methodologies, work segmentation, or data analysis * A degree (or equivalent) in a STEM based subject WHY YOU'LL LOVE BEING A GOODLORDIAN Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info). * Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally! * Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health * 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement. * Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals * Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics WHAT’S NEXT? If you’re ready to help us on our mission to be the gold standard platform for renting, then click apply (2-3 minutes)! A full job spec is available on request. Goodlord wants applicants from all backgrounds and walks of life. We are an equal opportunity employer committed to creating an inclusive environment where people can do their best work. If there is anything you need to participate fully in the interview process, we’d love to hear about that - please just include it in your application. Come and join us! ** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer. Regrettably we are not able to provide sponsorship for this role. No agencies please - we have tried and trusted partners we would turn to should we require support.