Customer Service Specialist

Reports To: Customer Service Team Manager

About Us

Helpthemove is one of the UK's leading PropTech platforms, helping over 3,000 letting agent branches, housing associations and property professionals manage the utility and compliance side of every tenancy move. With over a decade of operational experience, we're trusted to handle this critical moment in the home move journey accurately and at scale.

Why Join Us?

Make a real impact in a growing, forward-thinking business.

At Helpthemove, we’re transforming the way people manage their home move journeys by removing friction, resolving issues, and helping customers get set up smoothly with their utilities and services. We’re on the lookout for a talented, enthusiastic Customer Service Specialist who is passionate about helping people, thrives in a fast-paced environment, and enjoys solving problems with a positive, can-do attitude.

In this hybrid role, you’ll play a central part in shaping the customer experience; delivering first-class support and helping to retain and grow our client base in the property, utilities, and home services sectors.

What You’ll Be Doing

• You’ll be more than just a voice on the phone.You’ll be:
• Resolving queries with empathy and precision across phone, email, web chat and internal channels.
• Collaborating with internal teams (Account Managers, Operations, Sales) to ensure every client receives a seamless service.
• Handling complex issues and complaints with confidence, keeping customers informed and supported at every step.
• Working alongside our energy partners and other external parties such as energy suppliers, councils, and water suppliers to ensure timely and accurate updates to client accounts.
• Managing client data and internal systems to keep our records clean, clear, and compliant.
• Spotting opportunities for process improvement and sharing ideas to improve the way we work.
• Delivering training and support to clients via phone, video call, or written guidance.
• Acting as a brand ambassador, reflecting our voice and values in every interaction.

What We’re Looking For

• You’ll thrive in this role if you:
• Have exceptional communication skills (written and verbal) and a natural ability to build rapport with customers and colleagues alike.
• Bring proven experience in customer service, especially handling inbound queries and complaints with professionalism and empathy.
• Are highly organised, detail-oriented and efficient at managing a busy workload.
• Show resilience and remain calm under pressure, maintaining a customer-focus.
• Are confident using digital tools such as Google Workspace, CRMs, Excel and quick to pick up use of new systems.
• Have a collaborative mindset, enjoy working as part of a team, and aren’t afraid to share ideas and take initiative.
• Bonus points if you’ve got experience delivering training, working with utility providers, or navigating complex customer service systems.
• Can stay calm under pressure and juggle a high-volume workload with strong time management.
• Are naturally curious and enjoy problem solving - you take ownership and see things through to resolution. What Success Looks Like We’re a performance-driven team with a strong customer-first ethos. Your success will be measured by:
• Response and resolution time SLAs
• Customer satisfaction and retention rates.
• Accuracy and completeness of case handling.
• Positive internal collaboration and contribution to service improvement initiatives

What You’ll Get in Return

• Hybrid working: 3 days in the office, 2 from home
• Competitive salary and bonus scheme
• Private healthcare and pension plan
• 25 days annual leave plus bank holidays
• A central Manchester office with great transport links
• Regular team socials and quarterly celebrations
• Clear progression opportunities within a growing team
• A fun, friendly, supportive culture where your voice matters

If you thrive on variety, enjoy building relationships, and love turning a tricky situation into a positive experience, we’d love to hear from you.

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