At a Glance
- Tasks: Provide top-notch customer support via chat and email, solving problems and keeping customers happy.
- Company: Join Honest Mobile, the UK's first B Corp mobile network focused on sustainability.
- Benefits: Enjoy a competitive salary, generous leave, and a £500 learning budget.
- Other info: Flexible remote work options and a vibrant team culture await you!
- Why this job: Be part of a mission-driven team shaping the future of mobile with a community focus.
- Qualifications: Customer service experience, strong communication skills, and a passion for sustainability.
The predicted salary is between 28000 - 34000 £ per year.
About Honest
We are a mobile network dedicated to delivering a better customer experience. Our mission is to set a bold new standard for mobile by providing reliable service and embracing sustainability. We offer Classic SIM, an everyday SIM that includes reduced bills, support in seconds, and a shrinking carbon footprint. To tackle signal and roaming issues we built Smart SIM, a backup eSIM that gives unbeatable signal and free global roaming across major UK networks and hundreds of networks worldwide. We are the UK’s first B Corp mobile network, a carbon‑negative company and a member of 1% for the Planet. With more than 100,000 customers we’re building the world’s best mobile network and we need the right people to help us.
Role Overview
As a member of our customer support team you will serve as the first point of contact for Honest Mobile’s customers via instant chat and email. You will help keep customers delighted even when challenges arise, taking ownership of communication and proactively addressing potential problems.
What You’ll Do
- Respond to customers in seconds, maintaining our top NPS and Trustpilot rating.
- Identify and communicate potential issues to customers before they become problems.
- Improve and maintain customer support processes, including automating routine tasks where possible.
- Write and update FAQs and support articles to help customers find information quickly.
Hours
40 hours per week, shift pattern including evenings, weekends and bank holidays. During the initial training period focus is the core working week, 9‑6 Monday to Friday. After training, hours cover operating days 8 am to 7:30 pm, with one weekend in every three.
Location
This is a UK‑only role. If based near London we operate in a hybrid‑first environment with at least one office day per week. If based elsewhere you can work full‑time remotely, with a quarterly visit to the London office.
About You
- Experience interacting with customers and providing excellent service.
- Enjoy speaking with people, understanding their problems and helping solve them.
- Strong writing skills and ability to explain complex topics simply, especially to non‑technical audiences.
- Comfortable with technology and excited to explain it to others.
- Passionate about problem solving and willing to try new approaches.
- Committed to sustainability and eager to promote environmental responsibility.
- Dream of spreading Honest Mobile’s transparent, community‑focused approach to a wide user base.
Support During the Process
If you have a disability, health condition or any access needs and would like us to make adjustments, please let us know. We will work with you to ensure you can participate comfortably.
UK Work Eligibility
This position is only open to individuals eligible to live and work in the UK. We cannot sponsor visas for this role.
Benefits and Compensation
- Salary: £28,000 – £34,000.
- Ownership in Honest via our EMI option scheme.
- 33 days of annual leave including all bank holidays plus an extra day each year of employment.
- Birthday off each year.
- Company SIM and refurbished phone.
- One paid volunteering day each year.
- Wellbeing budget through Heka.
- Cycle‑to‑Work scheme.
- £500 annual learning budget.
- Regular in‑person team socials.
- Private medical insurance.
- Group life insurance.
- Enhanced and inclusive parental leave.
- Dedicated period and menopause leave.
Why Join Honest?
- Backed by top investors including DMGV, WAYRA, Ascension and TinyVC.
- Opportunity to shape the future of Honest Mobile in a fast‑learning, entrepreneurial environment.
- We provide all the tools and technology you need.
- Part of one of the UK’s top‑rated mobile networks on Trustpilot.
- Work at a leading B Corp mobile network, ethically rated and highly awarded.
Diversity, Inclusion, Equity, and Belonging
We are committed to building an inclusive environment where everyone feels they belong and are proud to be themselves. We actively encourage applications from all backgrounds and identities. Your differences strengthen us and help us win together.
Customer Support Executive in London employer: Honest
Honest Mobile is an exceptional employer, offering a vibrant work culture that prioritises sustainability and customer satisfaction. With a commitment to employee growth through generous benefits like a £500 annual learning budget, enhanced parental leave, and a supportive hybrid working environment, we empower our team to thrive both personally and professionally. Join us in shaping the future of mobile connectivity while enjoying a fulfilling career in a company that values diversity and community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Honest. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Honest before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Honest:Your cover letter is your chance to shine! Tell us why you want to work at Honest specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Honest!
How to prepare for a job interview at Honest
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
