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- Tasks: Join our Membership Services team to provide top-notch customer care for pet lovers.
- Company: TrustedHousesitters connects a global community of pet lovers, redefining pet care and travel.
- Benefits: Enjoy remote work, generous holidays, equity options, and health insurance.
- Why this job: Make a real impact in a mission-driven company while connecting people through pets and travel.
- Qualifications: 12 months experience in customer service, excellent communication skills, and strong problem-solving abilities.
- Other info: Diverse backgrounds welcomed; we support personal development and offer fun team events.
The predicted salary is between 22750 - 22750 £ per year.
Overview
TrustedHousesitters is a fast growing, direct-to-consumer marketplace that redefines pet care and travel. Our platform connects a global community of pet lovers through a trust-based membership model. We’re on a mission to create a world where pet owners can travel with peace of mind, knowing their pets are in safe hands, while sitters enjoy unique homestays around the world. Our vision is to become the world’s most loved travel solution for pet people. With almost 250,000 members worldwide and a goal to scale to 1 million, 97% say we have improved their lives. Our growth is driven by word-of-mouth from a passionate community. TrustedHousesitters was named one of Escape the City\\\’s top organisations to work for in 2023, joined Technation’s Future Fifty in 2024, and secured B Corp certification in October 2024, reflecting our commitment to our people, the planet, and pets across the world.
We embrace a collaborative, high-impact work environment where innovation, accountability, and ownership drive everything we do. We empower our people to see the real impact of their work and continually improve, iterate, and innovate to strengthen our global community of pet lovers.
Now is an exciting time to join TrustedHousesitters, where innovation, advocacy and community-driven growth are at the heart of our success. If you want to make a real impact in a mission-led, fast-scaling tech business, this is the right place for you.
Position
Are you a passionate pet lover looking for a new adventure in your career? If so, we want to meet you. We are revolutionising the travel and pet care landscape and need a customer service enthusiast to join our Membership Services team. The Membership Services team is made up of enthusiastic pet lovers and travel enthusiasts, serving as the face of our brand. As a Membership Services Executive, you\\\’ll provide world-class customer care via email, phone, and live chat.
You\\\’ll be responsible for answering member enquiries, resolving issues, and collaborating with cross-functional teams to ensure a seamless customer experience. If you have excellent communication skills, can multitask and prioritise effectively, and have a passion for solving problems, we\\\’d love to hear from you. Let\\\’s join forces and enrich lives by connecting real and caring people through pets and travel.
You\\\’ll report to the Membership Services Team Leader and earn a salary of £27,500 per annum (DOE) plus discretionary bonus.
What you\\\’ll do
- To be a knowledgeable, caring, and enthusiastic brand ambassador for TrustedHousesitters.
- Stay up-to-date with the latest updates to our products, services, and policies to provide accurate information to members.
- Respond to current and potential member enquiries via email, phone, chat in a friendly and professional manner.
- Investigate and resolve member issues, going above and beyond to find the best solution.
- Document all tickets in a clear and concise manner for future reference.
- Collaborate with cross-functional teams to resolve complex customer issues and ensure a seamless customer experience.
What we\\\’re looking for
- At least 12 months experience in a contact centre environment.
- Excellent written and verbal communication skills. Ability to multitask and prioritise effectively.
- Strong problem-solving skills and the ability to think outside the box.
- Empathy and patience when dealing with difficult situations.
- Ability to work well under pressure and handle high-volume workloads.
Salary: £27,500 – £27,500 a year
Benefits
- Fully remote work
- Generous equity options
- Discretionary 10% annual bonus scheme
- 25 days holiday annually plus bank holidays and Christmas to New Year closure
- Pension scheme: 5% from you as an employee and 3% from TrustedHousesitters
- Premium TrustedHousesitters pet owner and sitter membership, including benefits like airport lounge passes, sit cancellation insurance, and home and contents insurance for sits
- Over 5 premium memberships for your friends and family each year
- Unlimited housesitting allowance and remote sits with up to £500 per year towards travel costs
- £200 annually towards home office equipment
- Access to Spaces (co-working) locations across the globe
- Monthly working from home stipend
- Macbook
- Found a rescue pet to join your family? We\\\’ll cover the adoption fees and provide support for pet settling.
- Quarterly all-expenses-paid team meet-ups and funding for team events throughout the year
- Support for personal development resources and dedicated time for personal development
- Bupa Health Insurance and Dental Insurance; SimplyHealth Healthcare Cash plan
- Trusted Giving scheme – employee volunteering and giving
- Weekly virtual yoga sessions
- Brighton Bikeshare
- Recruitment Referral Bonus
If you\\\’re ready to join us on our mission to become the most loved pet travel solution, we\\\’d love to hear from you!
In your application, please note which pronouns you use (for example: she/her/hers, he/him/his, they/them/theirs).
At the heart of our team are diverse backgrounds. TrustedHousesitters is committed to equal opportunities throughout the interview process and selection. Offers of employment are based on merit, qualifications, and professional suitability.
Gender identity, sexual orientation, marital or civil partnership status, colour, race, nationality, ethnic or national origins, religion or beliefs, age, disability, medical condition, pregnancy or maternity status, or any other protected characteristics do not influence our decision-making.
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Membership Services Executive employer: Trusted Housesitters Group
Contact Detail:
Trusted Housesitters Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Membership Services Executive
✨Tip Number 1
Familiarise yourself with TrustedHousesitters' mission and values. Understanding their commitment to pet care and community-driven growth will help you align your passion for pets with their goals during any conversations or interviews.
✨Tip Number 2
Engage with the TrustedHousesitters community on social media. By interacting with their posts and sharing your own pet stories, you can demonstrate your enthusiasm for the brand and its mission, making you a more memorable candidate.
✨Tip Number 3
Prepare to discuss your previous customer service experiences in detail. Think of specific examples where you resolved issues or went above and beyond for customers, as this will showcase your problem-solving skills and ability to handle high-pressure situations.
✨Tip Number 4
Research common customer service scenarios that might arise in a pet care context. Being able to articulate how you would handle these situations can set you apart and show that you're proactive about understanding the role.
We think you need these skills to ace Membership Services Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in a contact centre environment. Emphasise your communication skills and any problem-solving achievements that align with the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for pets and travel. Mention specific experiences that demonstrate your ability to multitask and handle high-pressure situations, as well as your enthusiasm for providing excellent customer care.
Showcase Your Communication Skills: Since the role requires excellent written and verbal communication, ensure your application is free from errors and clearly conveys your thoughts. Use a friendly and professional tone to reflect the company’s values.
Highlight Team Collaboration: Mention any experiences where you collaborated with cross-functional teams to resolve issues. This will show your ability to work well with others and contribute to a seamless customer experience, which is crucial for this position.
How to prepare for a job interview at Trusted Housesitters Group
✨Show Your Passion for Pets
As a Membership Services Executive, your love for pets is crucial. Be sure to share personal stories or experiences that highlight your passion for animals during the interview. This will help demonstrate your alignment with the company's mission.
✨Demonstrate Excellent Communication Skills
Since you'll be interacting with members via email, phone, and live chat, it's essential to showcase your communication skills. Practice clear and concise responses to common customer service scenarios to illustrate your ability to handle enquiries effectively.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of examples from your previous experience where you successfully resolved customer issues. Highlight your approach to finding solutions and how you went above and beyond for customers.
✨Familiarise Yourself with the Company
Research TrustedHousesitters thoroughly before the interview. Understand their services, values, and recent achievements. This knowledge will not only impress your interviewers but also help you articulate how you can contribute to their mission.