At a Glance
- Tasks: Support students with their rental queries and provide exceptional customer service.
- Company: Join Housr, a fast-growing tech startup revolutionising student rentals.
- Benefits: Enjoy competitive salary, 25 days holiday, free gym membership, and fun team events.
- Other info: Hybrid work model with a vibrant office space and opportunities for personal growth.
- Why this job: Make a real difference in students' lives while growing your career in a dynamic environment.
- Qualifications: Passion for helping people and strong communication skills; experience is a bonus but not required.
The predicted salary is between 30000 - 40000 £ per year.
About Us
Housr is a hyper‑growth tech startup on a mission to revolutionise student rental. We were formed after our co‑founders, Harry and Ben, experienced the pain‑points of renting a house while at university, and knew that there had to be a better way. We’re now live in 12 UK cities, with many more to go. We’re scaling fast across the UK and doubling down on our US expansion. In 2023 we were recognised by Tech Climbers as a rapidly scaling tech company, and we’ve recently been shortlisted for Proptech Solution of the Year at the 2025 Student Accommodation Awards.
About the Role
- Help support Housr’s growing base of customers that have subscribed to a utilities management package.
- Support customers via email, chat and phone calls, answering their questions and giving them a fantastic experience.
- Act as the first point of contact for customer escalations, working with key stakeholders across the business to solve more complex queries.
- Lead cancellation and retention efforts, handling customer cancellation requests head‑on to find "save" opportunities, and using insights to reduce churn.
- Gain a deep understanding of the energy and bills splitting market, and handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave.
- Support customers throughout the year: autumn to spring focuses on helping students find a home for the next academic year; in the summer, help them get their utilities up and running before move‑in.
About You
- Have a genuine passion and desire to help people, with the ability to handle complex and challenging customer queries.
- Show excellent written and verbal communication skills, and the ability to work well under pressure.
- Be highly organised and show strong attention to detail.
- Be motivated and ambitious, capable of learning and adapting in a fast‑changing startup environment.
- Turn "no" into a "yes", actively listen to a customer’s reasons for wanting to cancel, unpack frustrations, and confidently present solutions or alternative options to save the account.
- Prior experience in a busy, multi‑channel customer‑facing or sales role is a bonus, but not required.
- We’re looking for someone who can hit the ground running in June or July 2026.
Benefits
- Salary – Market Competitive (benchmarked bandings provided in interview).
- Holiday – 25 days off, plus bank holidays each year.
- Free Gym Membership – local gym in the city centre.
- Monthly Team Lunches – end of each month lunch together and afternoon off.
- Company socials – team events such as paintball or ping‑pong tournaments.
- Central Office Space – brand new central office space.
- Hybrid Work Policy – in‑person collaboration, office four days a week with Thursday a work‑from‑home day.
Customer Support & Retention Representative employer: Housr
Housr is an exceptional employer that fosters a vibrant and dynamic work culture, perfect for those passionate about customer support in the fast-paced tech startup environment. With a strong focus on employee growth, we offer competitive salaries, generous holiday allowances, and unique benefits like free gym memberships and monthly team lunches, all while working from our brand new central office. Join us in revolutionising student rental and enjoy the opportunity to make a meaningful impact as we expand across the UK and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Retention Representative
✨Tip Number 1
Get to know Housr inside out! Familiarise yourself with their mission and values, especially how they aim to revolutionise student rental. This will help you connect with the team during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer queries via email, chat, and phone, it’s crucial to articulate your thoughts clearly. Try role-playing scenarios with friends or family to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you turned a 'no' into a 'yes'. This will demonstrate your ability to handle challenging situations and keep customers happy.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Housr team!
We think you need these skills to ace Customer Support & Retention Representative
Some tips for your application 🫡
Show Your Passion:When writing your application, let your genuine passion for helping people shine through. We want to see that you care about providing fantastic customer experiences, so share any relevant stories or experiences that highlight this.
Tailor Your Application:Make sure to tailor your application specifically for the Customer Support & Retention Representative role. Use keywords from the job description and demonstrate how your skills align with what we’re looking for. This shows us you’ve done your homework!
Be Clear and Concise:In your written application, clarity is key! Keep your sentences straightforward and avoid jargon. We appreciate well-structured responses that get straight to the point, making it easy for us to see your qualifications.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Housr and what we stand for.
How to prepare for a job interview at Housr
✨Know the Company Inside Out
Before your interview, make sure you research Housr thoroughly. Understand their mission, values, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Prepare for Customer Scenarios
Think about potential customer scenarios you might face in the role. Prepare examples of how you would handle complex queries or cancellation requests. This will demonstrate your problem-solving skills and ability to turn 'no' into 'yes'.
✨Showcase Your Communication Skills
Since the role involves a lot of communication, practice articulating your thoughts clearly and confidently. You might want to do mock interviews with friends or family to refine your verbal and written communication skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in the role. This shows that you’re engaged and thinking about how you can contribute to the team.
