UK Summer Associate (Full-Time/Six-Month Contract)

Who we are:

Brit Stops is a unique travel scheme that connects motorhomers with a network of welcoming pubs, farm shops and other fantastic Hosts that provide members a free overnight stop in exchange for bringing the businesses increased footfall. The company continues to grow with sales more than doubling over the past four years. Brit Stops is part of Harvest Hosts, a high-growth American travel business with a similar scheme. The team is dedicated to continually enhancing the product and expanding the Host network, while maintaining the spirit and community feel that defines the Brit Stops programme.

What we do:

The Brit Stops scheme gives Britstoppers (what we call our customers) access to ~1,500 Host locations across the UK and Ireland, including pubs, farm shops, vineyards, aires, and other attractions. Motorhomers purchase a subscription to our website and app, which provides information about our Host locations. Britstoppers can stay at as many Brit Stops locations as they want during the course of the year, although stays are limited to a single night with no hookups required (i.e., water, electricity, etc.). The scheme has generated an estimated £25M in incremental turnover for small businesses since it was founded in 2011 and is expected to drive another £5M in Host location sales this year. It is truly a win-win programme for both Britstoppers and Hosts.

About the position: 

The Summer Associate will work with both Brit Stops members and Hosts to ensure that all parties have a great experience using the Brit Stops product. On the member side, the Associate will be responsible for customer service enquiries on both email and social, troubleshooting billing issues, provide lightweight technical support (e.g. how to download the app) and general work to keep Britstoppers happy. On the Host side, the Associate will create new Host profiles, onboard new Hosts, help to keep the Host network up to date, and support our monthly Host newsletter. 

The position will require using basic customer service (Intercom) and CRM (Hubspot) platforms to track and respond to issues in a timely manner. This position will report to the UK General Manager and work closely with the Brit Stops team. The role will also work with functional specialists from the US-based Harvest Hosts’ team as needed.

This is a fully-remote and fixed-term position with a 6-month contract based in the UK.  The role will require 40 hours per week and will be paid hourly. There is potential for this contract to be extended and/or the role to evolve into a full-time position, depending on the growth of the company and the candidate’s performance.

What you’ll be doing:

Day-to-day responsibilities will be focused on the following areas:

• Customer Service Activities: Utilise email and our customer service platform, Intercom, to respond to customer support tickets and chats and troubleshoot user issues in a timely and professional manner; answer enquiries that come through social media channels as needed. Manage reviews in the app store. 
• Host Success: Assist with data review and onboard new Hosts onto the Brit Stops scheme; review existing Brit Stops’ Host location profiles to make sure they’re up to date and remove any that have churned, provide general support to Hosts and troubleshoot issues, and support the monthly Host newsletters. 
• Ramp & Support: Cross-training across team workflows and support on other flagship UK products, escalating complex issues to the broader UK team for support. 

About you: 

The ideal candidate should have 2-3+ years of experience in customer support/success roles, be a self-starter, and possess a solutions-oriented, can-do attitude. Brit Stops is dedicated to supporting amazing small businesses across the UK and Ireland, and the ideal candidate will share that passion. While not required, knowledge of motorhoming and/or van life is a plus.

Additionally, specific experience and competencies include:

Technical:

• Experience working with customer support ticketing/chat platforms, ideally Intercom
• Experience using CRM platforms, specifically HubSpot
• Experience using productivity tools, such as Asana, to track tasks / manage deadlines

Other Competencies:

• Strong written and verbal communication skills
• Strong level of comfort with phone outreach -- this is a key part of the role, as many of the Brit Stops’ Hosts prefer phone calls over email communication
• High level of organisational skills and ability to juggle multiple priorities
• Genuine passion for working with people and helping others

Compensation & Benefits: 

Brit Stops is dedicated to providing competitive pay and benefits commensurate with the temporary nature of the role. Specifics include:

• £13 per hour pay rate
• Pro-rated days of leave based on hours worked per week over the course of the 6-month contract
• Pension participation
• Other statutory benefits
• Potential to extend contract or become a full-time employee based on business growth

Timing: 

We are looking to fill this position as soon as we find the right candidate!

Diversity & Inclusion:

Brit Stops (and parent company Harvest Hosts Opco LLC) appreciates your interest in our company as a place of employment. It is Brit Stops’ policy to provide equal opportunity for employment to all qualified employees and applicants, regardless of race, religion, religious affiliation, ancestry, citizenship status, marital status, familial status, sexual orientation, gender identity, colour, creed, national origin, sex, age, disability, or veteran status or any other characteristic protected by law. This policy applies to all areas of employment, including recruitment, placement, training, transfer, promotion, termination, pay, and other forms of compensation and benefits. Brit Stops will provide reasonable accommodations to qualified individuals