Job Description

Role: Customer Service & Operations Executive (12 month Fixed-Term Contract)
Location: Greater Manchester (Hybrid)
Full-Time: 40 hours per week over 4 days (compressed hours), Shifts rotate (weekdays & weekends).
Salary: 26208 p/a
About Us
Here at Beryl, we have a clear vision: to build a better world by getting more people in cities moving sustainably.
Our aim is to be the UK's leading micro-mobility company, delivering sustainable, shared schemes to UK communities. As a certified B-Corp micromobility operator, we care about community, safety, the environment, and effective design.
Beryl is growing nationally, and now is an exciting time to join our team.
Role Overview
We are seeking a dedicated Customer Support & Operations Executive to join our Operations team and provide essential support for our current and future bike and e-scooter share programs. In this role, you will be a vital link, assisting both our customers and on-street teams in their daily operations.
This position involves shift work, including some weekends, with early, daytime, and late shifts on a rotating basis. Our operating hours are from 6:30 AM to 9:00 PM, Monday through Sunday. Each shift is 10 hours, with a schedule of four working days per week and three days off. Our two office locations are near Victoria Station in Central Manchester and in Trafford Park.
Responsibilities

• Responding to customer inquiries via live chat, phone, and email with politeness and courtesy.
• Going above and beyond to resolve any customer questions, problems, or concerns.
• Serving as a liaison between our customers and the on-street team.
• Communicating with the on-street team and supporting daily operational tasks.
• Triaging technical issues and escalating them when necessary.
• Suggesting product feature improvements based on customer interactions.
• Collaborating with other departments in the development of our systems and schemes.

About you

• Excellent communication skills, including listening carefully and responding clearly, confidently, and courteously, both in writing and over the phone
• Flexible and able to prioritise tasks in a fast-paced environment
• Friendly, positive attitude
• A fast learner, quickly able to understand our technology and follow processes
• Excellent attention to detail
• Customer support or operational experience is desirable
• An interest in developing your career

What We Are Offering

• The chance to build the business and help Beryl on our journey to become one of the biggest micromobility operators in the world.

• 26 days off inclusive of Bank Holidays
• Employer pension contributions
• Paid sick leave
• Enhanced parental leave
• Birthdays off

• Employee assistance program (counselling support)

• Annual learning and development budget
• Cycle to work scheme - discounted bikes & accessories
• Tech scheme - discounted technology and home products

• Paid volunteer days

• Discounted gym memberships across the UK

Diversity
At Beryl, we are proud to be an equal-opportunity employer. All candidates will be fairly reviewed for the role without regard to race, religion, sexuality, age, disability, gender identity, nationality, or any other protected status.
While upholding the Equalities Act we are committed to continuing to improve our workplace culture and environment. To make sure we are supporting all staff, we have two mental health first aiders and take care to look out for one another. We value employees from diverse backgrounds and family arrangements and have flexible working policies that support our staff in balancing their personal and work lives.

Skills Required