Customer Service Representative
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Position Overview & Specifications
Company Description
Find My Man and Van is a comparison and booking site for Man and Van/Removals, established in 2015. Through our online platform, customers enter their move details, date & time and receive online quotes from moving companies registered with the site. With a registered service provider base in excess of 1000 companies, we provide a comprehensive, automated solution to corporate and domestic removals. Our core values are exceptional customer service and platform ease of use.
Website
https://findmymanandvan.co.uk/man-with-a-van
Role Description
The role on offer involves liaising with customers and drivers over the telephone, and subsequent management bookings and driver queries, through our online system.
Duties
The following are the main duties of the role, the list is not exhaustive as we are an evolving business and additional duties of a similar nature to those below may arise.
- Answering customer enquiries by phone - this can be anything regarding the booking ie. advice on booking their move, how our process works, payment, riding in van etc.
- Giving quotes & taking payment - again by phone, this involves using our online system to get quotes, taking the move details, texting the results to customers and processing payment through our online system.
- Managing drivers with regards to our process, driver cancellations and assignments to bookings as well as any other issues that may arise.
- Signing up new drivers through our online system when requested.
- Handling booking cancellations and refunds - this will initially be escalated to the company owners but it is desired over time to become resolvable by the person in this role.
- Handling complaints from customers/drivers - this will initially be escalated to the company owners but it is desired over time to become resolvable by the person in this role.
- Monitoring customer satisfaction and grading bookings accordingly - this can be done through our online system.
- Recruiting drivers to the platform.
- Posting to our social media accounts and responding to TrustPilot reviews.
Other Details
The role will be fully remote (an initial training period on location in Dagenham, Essex will be required, along with periodic assessments). Although the job will be primarily remote the successful candidate must be able to commute to Dagenham for training and meetinbgs. A laptop will be supplied and a company phone will be provided. Familiarity with using an Apple Mac is required. The succesful candidate will be part of a small team in a family-run business. A polite, confident, well-spoken phone manner is essential.
Job Types: Full-time, Permanent
Salary: £19,216.00-£21,500.00 per year
Benefits:
- Casual dress
- Work from home
Schedule:
- Monday to Friday
- Overtime
- Weekend availability
Application question(s):
- Do you have familiarity working with the Apple Mac operating system?
Work Location: Hybrid remote in Barking
Reference ID: FMMVCSRJAN23
Expected start date: 13/02/2023
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: General
Based on transatlantic hiring benchmarks for Customer Service Representative roles across Find My Man and Van's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to General.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £19,216 - £21,500 bracket, including retirement vesting and health parity.
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