At a Glance
- Tasks: Support students in finding homes and managing utility packages through various communication channels.
- Company: Join a fast-growing tech startup revolutionising student rentals across the UK.
- Benefits: Enjoy competitive salary, 25 days holiday, free gym membership, and monthly team lunches.
- Other info: Dynamic work environment with opportunities for growth and fun team socials.
- Why this job: Be the heartbeat of customer operations and make a real difference for students.
- Qualifications: Passion for helping people, excellent communication skills, and ability to handle complex queries.
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
We’re looking for a Customer Support & Retention Representative to help support Housr’s growing base of customers that have subscribed to a utilities management package. You’ll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience. You’ll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries. You’ll lead our cancellation and retention efforts, handling customer cancellation requests head-on to find 'save' opportunities, and using these insights to actively reduce churn across the business. You’ll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave. You’ll be supporting customers in different ways depending on the time of year – autumn to spring will be all about helping students find a home for the next academic year. In the summer, you’ll help them with getting their utilities up and running, ahead of move-in. We’re looking for someone who can hit the ground running this June or July 2026, helping us prep before our busiest time of year kicks off.
About You
- You’ll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries.
- You’ll have excellent communication skills, written and verbal, and an ability to work well under pressure.
- You’re highly organised and can demonstrate your attention to detail.
- You’re motivated and ambitious.
- You are capable of learning and adapting in a fast changing startup environment.
- You are skilled at turning a 'no' into a 'yes.'
- You know how to actively listen to a customer’s reasons for wanting to cancel, unpack their 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.
Compensation, Perks & Benefits
- Salary - Market Competitive (We’re happy to disclose our benchmarked bandings during the interview process)
- Holiday - 25 days off, plus bank holidays each year
- Free Gym Membership - Keep fit, with free use of a local gym in the city centre
- Monthly Team Lunches - At the end of each month, we all grab lunch together as a team, and also have the afternoon off to focus on ourselves
- Company socials - A chance to let our hair down as a team. Past socials have ranged from paintball to ping pong tournaments – we’re quite competitive!
- Central Office Space - Brand New Central Office Space!
- Hybrid Work Policy - We’re big advocates of in-person collaboration. We’re in the office four days a week, with Thursday as a team-wide work from home day.
Interview Process
- First Stage - Exploratory screening call with our Operations Managers (30 mins)
- Second Stage - We’ll set you a take home task, requiring no more than 2hrs of your time. We’ll make it fun, we promise. We’d then like you to present your task to us face-to-face:
- Part 1 - A chance for you to walk through your take-home task and for us to ask questions (30 mins)
- Part 2 - Wider ranging questions about your experiences and motivations for working at Housr, approaches to certain scenarios, working style and what you’ll bring to this role (30 mins)
- Offer - If we think it’s a good fit, we’ll make you an offer!
Customer Support & Retention Representative in Manchester employer: Story Terrace Inc.
Housr is an exceptional employer that fosters a vibrant and collaborative work culture, perfect for those passionate about making a difference in the student rental market. With competitive salaries, generous holiday allowances, and unique perks like free gym memberships and monthly team lunches, employees are encouraged to thrive both personally and professionally. As a rapidly growing tech startup, Housr offers ample opportunities for career advancement and the chance to be part of a dynamic team dedicated to revolutionising the rental experience for students across the UK and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support & Retention Representative in Manchester
✨Tip Number 1
Get to know Housr inside out! Research their mission, values, and recent achievements. This will not only help you in interviews but also show your genuine interest in the company.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with students and their queries, role-play common customer scenarios with a friend. This will help you feel more confident when handling real calls.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you, which can give you a leg up in the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the Housr team.
We think you need these skills to ace Customer Support & Retention Representative in Manchester
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 making a difference in the lives of students and can handle their queries with empathy.
Tailor Your Application:Make sure to customise your application to reflect the specific skills and experiences that align with the Customer Support & Retention role. Highlight any relevant experience you have in customer service or sales, even if it’s not directly related.
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and focus on communicating your ideas effectively – we want to understand your thought process!
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 shows you’re serious about joining our team at Housr.
How to prepare for a job interview at Story Terrace Inc.
✨Know Your Stuff
Before the interview, dive deep into Housr's mission and values. Understand the student rental market and the challenges students face. This knowledge will help you connect with the interviewers and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Support & Retention Representative, communication is key. Practice articulating your thoughts clearly and confidently. Consider role-playing common customer scenarios to demonstrate how you'd handle complex queries and turn 'no' into 'yes'.
✨Prepare for the Take-Home Task
The take-home task is your chance to shine! Make sure you understand the requirements and allocate enough time to complete it thoroughly. Present your task in a way that highlights your problem-solving skills and creativity during the follow-up presentation.
✨Be Ready for Scenario Questions
Expect questions about how you'd handle specific customer situations. Think of examples from your past experiences where you've successfully resolved issues or retained customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
