Team Leader (Membership Services)

In your application, please feel free to note which pronouns you use (For example- she/her/hers, he/him/his, they/them/theirs, etc).

TrustedHousesitters is a global pet care travel exchange; a double sided digital marketplace of owners and sitters that’s growing rapidly through our unique combination of product, proposition, marketing and community building.

We've just recently been named as one of the Escape the City's top organisations to work for 2023!

Our small but mighty team has a collaborative and supportive culture. We’re passionate about pets, people and travel; continuously searching for the win, win, win that makes everyone’s lives easier, travel kinder on the pet and enables a more sustainable travel footprint.

We're fully in scale-up mode and have grown to be the only global platform of its kind. In the last few years, we’ve consistently achieved high year-on-year growth. Thanks to strong tailwinds in the pet and travel industry in the post-Covid world, 2022 has been our strongest year so far. The USA has become our biggest market, followed by the UK and Australia.

At our marketplace we facilitate the perfect match between pet owners who want to leave their pets in safe hands and pet sitters looking to enjoy the companionship of pets whilst they travel. We enjoy exceptional customer retention rates driven by the fact that our owners and sitters realise the amazing value and incredible experiences we can facilitate.

We've recently made the transition to a remote-first business, however we've retained a HQ in central Brighton which is available for collaborative working and in-person meet-ups.

About the role:

The Membership Services Team Leader is primarily responsible for ensuring all member enquiries are serviced in-line with department SLAs and the highest standards of customer service are delivered.

They will be the line manager for a team of Membership Services Advisors and will be responsible for conducting regular team meetings and individual feedback sessions.

Hours of work:

40 hours per week, with a 30 minute paid lunch break

Monday-Friday

7am-3pm or 9am-5pm

Weekend working required on a rotational basis

We're looking to pay £32,000 for this role.

Responsibilities:

• Conduct monthly 1:1 meetings with all direct reports
• Work with the Member Experience Manager to identify areas of improvement for the business
• Represent Membership Services in company-wide meetings where appropriate
• Lead by example and promote the highest levels of customer service
• Ability to balance a motivational approach with the need to deliver results
• Organised and able to manage their own workload
  

Requirements

• Line manage the Membership Services advisors
• Ensure that all of the MS daily tasks are complete in a timely manner
• Ensure the department SLAs are closely managed to avoid breaches
• Support the team by being the go to’ person for general team queries
• Hold daily ‘Buzz Sessions’ to motivate the team and share department updates
• Able to give honest feedback and handle sensitive performance areas delicately
• Accomplished at handling complex member issues and dealing with challenging situations

Benefits

In addition to a competitive salary and bonus, we offer a range of benefits, including:

• Fully remote work
• Discretionary 10% annual bonus scheme
• Generous equity options
• 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 which includes benefits like airport lounge passes, sit cancellation insurance, and home and contents insurance for sits for you and 5 premium memberships for your friends and family each year
• Our team have an unlimited housesitting allowance, can work remotely from their sits, and TrustedHousesitters will contribute up to £500 per year towards travel costs
• £200 annually towards home office equipment
• Monthly working from home stipend
• Mac book
• Find a rescue pet to join your family and we’ll cover the adoption fees, as well as paternity to help any pet settle into their new home.
• We host a quarterly all expenses paid meet-up, and will fund team events (remote or in person) throughout the year
• We can cover costs of personal development resources, and have regular time set aside for personal development
• Bupa Health Insurance and Dental Insurance plan
• Trusted Giving scheme - employee volunteering via Onhand and employee giving via Tyve
• Weekly virtual yoga sessions
• SimplyHealth healthcare cash plan
• Brighton Bikeshare
• Recruitment Referral Bonus
• Access to Spaces Locations across the globe
  
  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

If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best - please let us know so we can talk about how we can best support you and make any adjustments that may be needed.