There aren't many businesses that would let you interview for a new role dressed as Ali G. But, with Goodlord's yearly Halloween party and his interview for Referencing Team Lead scheduled for the same day, that's exactly what Matt Jeffries did. And not only did he get the role - stepping up into a senior position in the team after only a year as a Referencing Executive with Goodlord - he won the competition for best costume, too.
Like Matt, most people start out in the Referencing team as Executives, checking references for tenants applying to rent new homes through Goodlord's software platform, which is used by letting agents throughout the UK. Even though the team works remotely, there's no shortage of opportunities to get to know one another: they catch up every day for a virtual chat (and some TV recs, says Matt), and makes time every couple of weeks to hang out and play some games (including virtual versions of Deal or No Deal and Who Wants to be a Millionaire?).
It doesn't take long for new Referencing Executives to develop the in-depth understanding of Goodlord's referencing criteria that they need to provide expert knowledge and support to customers over email, live chat, or on the phone. A big part of the role is building relationships with Goodlord's customers, says Matt. "The goal is to get to the stage where you're on a first name basis and really be able to build that trust."
Referencing Executives can continue to work their way up to a supervisor level by first mastering different levels of expertise, including handling fraudulent applications and escalations, and then by helping to onboard and train new recruits to the team. Matt says he's seen people come into the team and be promoted to a supervisory role just three months later. "It doesn't matter how long you've been here, as long as you're willing to learn and champion the company values."
While the remote nature of the job makes it ideal for self-starters, there's always someone around to lend a hand and teach you something new - especially when you're first starting out and still building an understanding of Goodlord's referencing process. "There's a big emphasis on coaching in the team, with six coaches to support onboarding and run training sessions," says Matt.
Winning best dressed aside, Matt says watching other Referencing Executives progress in their careers - both within the Referencing team and in the wider business - is the real highlight of his role. "I work with them to help them get to where they want to be," he says. "Goodlord - and the Referencing team specifically - has grown a lot over the past couple of years and that's created more opportunities for people to move into senior roles or specialist roles in other departments, which is really good to see."
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