Service Improvement Executive
📍Based in our Sheffield office 2 days per week with the remaining 3 days working remotely
ABOUT THE ROLE
Goodlord’s mission is to be the gold standard platform for renting, and we’re on the hunt for a Service Improvement Executive, reporting directly to our Head of Support and Onboarding to help us achieve this.
We are looking for a highly analytical and pragmatic Service Improvement Executive to drive continuous improvement initiatives across our support function. In this role, you will act as a detective and an architect-digging into data to find inefficiencies and design and implement scalable, tech-forward solutions to elevate our customer experience.
We know that having the right mindset is the most important asset, which is why we will provide the training, guidance, and mentorship you need to master our methodologies and succeed in this role. You will own the end-to-end improvement cycle, utilising a core philosophy of Measure, Identify, Improve, and Automate. From spotting gaps in our data to mapping resource expenditure and implementing AI-driven solutions, you will be the driving force behind our operational excellence.
No two days are ever the same at Goodlord, so what you’ll be up to will vary. The pace we move at also means priorities can change, and you’ll need to be comfortable with this (we’ll support you!) But these are the things that will be core to your role and will keep you busy.
The day-to-day stuff:
Measure (Data Collection & Discovery): Implement robust data collection mechanisms where lacking. Deep dive into contact trends to understand exactly who is contacting us, what they are contacting us for, and when.
Identify (Resource Mapping & Microtasking): Analyse and quantify resource expenditure by task. Segment complex workflows into manageable microtasks to pinpoint the exact bottlenecks and biggest areas for operational improvement. Monitor the usage and success rates of existing contact deflection attempts.
Improve (Solution Design & Quality): Design innovative and exceptional support solutions utilising the 11-Star Experience Framework. Balance all efficiency and cost-saving initiatives against a robust Quality Framework to ensure the customer experience is never compromised.
Automate (AI & Tech Implementation): Assess relevant AI tools based on effectiveness and cost, and lead the implementation of the chosen solutions to streamline support operations.
Stakeholder Management: Act as an internal advocate for process changes. Pitch and "sell" new operational methodologies to other departments, securing the cross-functional buy-in necessary for successful rollout.
ABOUT YOU
You should apply if you:
A natural drive for problem-solving: You see a problem, you want to fix it using a structured yet creative approach.
An analytical mind: You are able to see patterns in data and use those insights to drive your decisions
A deep sense of ownership: You see things through from start to finish, proactively learning whatever is necessary to get the job done and accomplish your goal
Curiosity & Creativity: You actively want to, and get energised by, learning new things. You love taking a novel approach to resolving problems
Strong communication and interpersonal skills: You are able to communicate complex points across in a way that is easy for anyone to understand
Excellent teamwork abilities: You collaborate effortlessly with others to get things done
Adaptability, resilience and flexibility: You navigate shifting priorities with ease and keep pushing forward when things change.
It would also be great if you have:
Previous experience working in Customer Support / Customer-facing roles. Ideally in managing relationships or phone-based customer service.
Prior hands hands-on experience with project management, process improvement methodologies, work segmentation, or data analysis
A degree (or equivalent) in a STEM based subject
ABOUT US
At Goodlord, our brand is built on one simple belief: renting should be effortless. We exist to strip away the bottlenecks, clear the admin, and give agents, landlords, and tenants a smarter, simpler way forward. As more and more tenants with higher digital expectations entered the market, we were confident that we could provide a solution that works for everybody.
Like all scale-ups, it’s been a bit of a rollercoaster journey. Still, we’re now stronger than ever, with around 3,500 letting agents using the platform, exciting & varied product lines, and over 300 Goodlordians supporting the mission!
At Goodlord, our mission is clear: to be the gold standard platform for renting.
We know that achieving that starts with our people. That’s why we’ve worked hard to build a culture where everyone can thrive, and it’s something we’ve been consistently recognised for.
Over the years, Goodlord has been named one of the UK’s Best Workplaces™ across multiple categories, from wellbeing and development to being a great place for women in tech. In 2025, we ranked among the Top 50 Best Workplaces in the UK, large category.
Not only that but the following too:-
Great Place to Work certified - 2022, 2024, 2025, 2026
Top 50 UK's Best Workplaces™ - Wellbeing, Development and Women 2025
Recognised as a UK's Best Workplaces™ in Tech 2025
Deloitte Technology Fast 50 - 2023
Top 20 UK's Best Workplaces™ - Wellbeing, Women and Tech in 2022 - medium category
These achievements matter to us not just as awards, but because they reflect something more important: a durable, people-first culture that we’ve built together. One that continues to grow year after year.
Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves.
Our collaborations are based on honesty, friendship, and respect.
It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing, are up for a challenge and share our values, we’d love to hear from you.
Why you'll love being a Goodlordian
Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).
Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!
Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics
What’s next?
If you’re ready to help us on our mission to be the gold standard platform for renting, then click apply (2-3 minutes)!
A full job spec is available on request.
Goodlord wants applicants from all backgrounds and walks of life. We are an equal opportunity employer committed to creating an inclusive environment where people can do their best work. If there is anything you need to participate fully in the interview process, we’d love to hear about that - please just include it in your application. Come and join us!
** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.
Regrettably we are not able to provide sponsorship for this role.
No agencies please - we have tried and trusted partners we would turn to should we require support.