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Customer Care Champion - London

Description

Why us?

At RVU, we have the best of both worlds: the excitement of a start-up and the strength of well-established, trusted household names.

  • uSwitch is the UK’s top comparison website for home services switching helping consumers save money on their gas, electricity, broadband, TV and phone.
  • Money is one of the UK’s leading comparison websites for financial services. Consumers can compare loans, credit cards, bank accounts and insurance from more than 600 providers.
  • Bankrate is changing the mortgage market. We create innovative and personalised products that help you make smarter decisions. We want to empower you to find a house and get a mortgage without talking to an agent or broker.

Together, we are RVU. Together, we have the power to reach consumers across the UK, and the technology to give them a world class online experience.

We believe in being great people to work with: we are very passionate about our own work, but we think that it’s important to make time to help others with their work - so that the entire team gets better every day. We are entrepreneurial - we believe in challenging the status quo and solving problems our users will face tomorrow. Perhaps most of all, we are inclusive: no matter who we are, where we come from, or which project we work on, we are one team with one dream: improving the lives of our users through awesome experiences.

Our Customer Care Champions strive to be the uSwitch front line for customer contact by telephone, email and webchat, delivering a consistently excellent and accurate response to customer queries.

The key deliverables are:

  • To deliver great service through articulate communication, both verbal and written, in response to customer queries
  • To drive first time resolution of queries
  • To provide first class service resolution on behalf of the business when things go wrong for a customer
  • To capture customer feedback consistently and accurately
  • Meeting business targets
  • Resolving customer complaints fairly and consistently
  • Outbound email correspondence
  • Webchat communication inbound and outbound
  • Operate within the uSwitch behavioural expectations, to live the brand

Requirements

  • The ability to see through the eyes of the customer
  • Able to deal with high levels of customer interaction at a consistently high standard
  • Strong written and verbal communication skills.
  • Proficiency with all Microsoft Office packages mainly Excel, Word, PowerPoint and Outlook.
  • Experience of implementing ideas to improve overall customer satisfaction
  • A record of dedication and commitment with a desire to succeed and develop
  • Record of working within a team environment and being motivated by success

Benefits

What we’ll give back to you:

We want to give you a great work environment; contribute back to both your personal and professional development; and give you great benefits to make your time at RVU even more enjoyable. Some of these benefits include:

  • A competitive salary and bonus package
  • A healthy learning and training budget, as well as the chance to go to conferences around the world every year
  • The latest equipment - be it a Linux or Apple or Windows machine
  • Free breakfast, healthy snacks, coffee and soft drinks
  • Paid parental leave for those key moments in your life
  • We have lots of other great benefits within the business, these are just a few of them
    • Health insurance
    • Moving day off, birthday day off, charitable day off
    • In office gym and pilates + yoga classes
    • Flexi holiday policy
    • Bike to work scheme
    • Season ticket loans for those long commutes
    • Employer matching pension up to 7.5%
    • 1 month full paid paternity leave to spend more time with the kids
    • Attractive maternity leave policy
    • We also want to help you with your life events, so offer interest free loans for special moments in your life like moving home, buying your first home and your wedding
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