careers
Join Our House
Our Housemates are innovators who see the world differently and strive to make a difference within it. Each one is chosen and cherished for the skills, talents and characteristics that make them unique.
In our House, we care for the wellbeing of our team; that is why we offer a more flexible approach to working, allowing us to spend more time with Nature on Fridays.
As well as caring for our colleagues, we also care deeply about our eternal muse - Mother Nature. House of Hackney is proud to be certified as a B Corp™ and part of a global community of businesses that meet high standards of social and environmental impact. With an independent representative for Nature & Future Generations sitting on our Board of Directors, we partner with many leading organizations - from World Land Trust to Living Wage Foundation, Woolkeepers and more - to reduce our impacts on Nature (including human wellbeing).
From our London flagship St Micheal’s Clergy, based in the creative heart of the capital, to our New York showroom, our House is a place where imagination and collaboration can flourish – where everyone is accepted, all ideas are encouraged, and magic really does happen.
To apply for any of the roles listed below, please send us your CV and a cover letter using the job title as the email subject line.
Current Vacancies
Customer Experience Assistant - Part-time - 12 month FTC
Role: Customer Experience Assistant - Part-time - 12 month FTC
Reporting To: Customer Experience Manager
Based In: New York Showroom – New York Design Center, on-site
Working Pattern: 3 days per week
Salary: $39k (FTE $65k)
Our Purpose:
House of Hackney is a restoration project rooted in Nature, Craft, Community and Awe! Inspired by Nature’s living systems, we use creativity and business as catalysts to regenerate our common home.
We are deeply committed to shifting from being a B Corp sustainable business to a truly regenerative one, giving back more than we take. We are a work in progress and the successful candidate will have an innovative and proactive approach in everything they do to support this commitment and our wider mission.
The Role:
We are looking for a passionate Customer Experience Assistant to deliver an exceptional customer journey. This involves promptly addressing customer enquiries for both our Retail and Trade channels through touchpoints such as email, live chat, social media, WhatsApp, and telephone. Additionally, you will play a key role in informing our esteemed customers about the benefits of our regenerative mission.
The role encompasses being a proactive problem solver, finding solutions to issues for both the Customer Experience Team and Trade team, and confidently communicating them, while escalating when necessary.
Staying calm and focused under pressure is essential, particularly during challenging situations. Strong written and verbal communication skills are a must, as is a genuine commitment to our regenerative values and the ability to share these authentically with our customers. You'll also support our Trade team with any post-purchase issues their customers may have.
Key Responsibilities:
- Aim to provide an outcome with first-time response
- Ensure customer follow-up is completed within department SLAs
- Increase reviews on the UK and US Google Profiles
- Maintain CSAT score on Gorgias
- Roll out Act of Kindness scheme
- Complete company documents: GOALS - Performance Review - EOD - EOW
- Create tags, macros and FAQs to improve the customer journey
- Provide accurate, consistent and helpful information to the customer
- Address enquiries with a resolution-focused approach, escalating to relevant departments when necessary
- Process returns and refunds promptly, ensuring adherence to company policy
- Help customers with placing online orders, tracking deliveries, and addressing customs enquiries
- Work closely with the Sales teams to ensure a seamless aftercare experience that reflects our high service standards
- Display a positive attitude and promote teamwork by helping internal colleagues as and when necessary
- Unparalleled product and service knowledge
- Familiar with using Shopify and Gorgias
Benefits:
- 24 Days’ Vacation Allowance inclusive of prorated National Holidays
- 401K with company match
- Volunteering days
- Opportunity to join important eco summits and protests
- 30% discount across HOH products
Our House is a home for everyone. As a culture led business, we aim to be an inspiring and meaningful place for people to work, and as an equal opportunities employer, we foster an environment in which everyone can learn, grow and be heard - regardless of age or seniority. We strive for and believe in a fully inclusive, diverse, supportive and accepting workplace. We care about people’s physical, emotional and mental wellbeing. Our Housemates are open-minded people from a range of backgrounds and lived experiences who share our values and culture.
Unfortunately, we are not able to offer a visa sponsorship or remote working.
To apply, please send us your CV and a cover letter to careers@houseofhackney.com using the job title as the email subject line.
DIVERSITY. EQUALITY. INCLUSION.
Our House is a home for everyone. We stand for diversity, equality and inclusion. As a culture led business, we aim to be an inspiring and meaningful place for people to work and as an equal opportunities employer, we foster an environment in which every person can grow, be heard and feel like they belong.
We believe in and strive for a fully inclusive, diverse, supportive and accepting workplace where we care about people’s physical, emotional and mental wellbeing. Our Housemates are open-minded people from a range of backgrounds and lived experiences who share our values and culture, and we are committed to continually learning and evolving, to ensure that our House remains a safe and fair space for all who come through its doors.
