Customer Service Executive - Teddington, United Kingdom - VouchedFor

Description

This is who we are:


VouchedFor is one of the UK's most exciting 'fintech' startups, backed by investors whose successes include Zoopla, eBay and Octopus Energy. We've grown 60% since March 2020 and are set to scale rapidly, as the review site for professional services. We make the product, but our communities make the experience. We bring together thousands of professional advisers, hundreds of thousands of satisfied clients, and millions of people needing great advice at the most important points in their lives. With the right dedication to customer feedback, rapid iteration and pioneering technology, our product has the power to literally land someone their dream home, access to their children, or a comfortable retirement.

The role:

Reporting into the Head of Customer Success, you will be responsible for delivering a world-class customer experience for consumers who are looking to find the right professional adviser for them.

You'll be making sure your customer gets the great advice they need, in a friendly and efficient manner. You will also be supporting our members to help resolve any customer issues and queries they may have.

The business' needs are constantly changing as we grow and learn so we need people who can adapt and grow with us.

This will involve everything from adapting to changes to current processes to suggesting completely new ones You will be involved in these decisions from suggestion through to implementation so there is lots of scope for creative input.

What you'll be doing:

• Making outbound calls to new and existing customers to ensure customer satisfaction and assisting with finding the right solution in all situations.
• Checking adviser credentials on sign up and on an ongoing basis throughout their time with VouchedFor, ensuring that our advisers are fully authorised.
• Ensuring that all client contact and activity is of the highest standard and in line with agreed KPIs
• Keeping concise customer records, efficiently and accurately processing customer data.
• Identifying weaknesses in existing processes and suggesting new processes or ideas for improvements.

Requirements:


What you'll bring:

• A personable and confident telephone manner.
• Excellent communication and relationshipbuilding skills.
• Excellent administrative skills and attention to detail.
• Buckets of resilience and drive.
• Adaptable and enthusiastic approach.
• Ownership of your role and pride in your work.
• Open to both giving and receiving feedback regularly.

A bonus (but not essential):

• Experience working in a telephone based role would be highly beneficial.
• Experience working in a Customer Success, Customer Service or Customer Experience role
• Experience working with Microsoft Excel or Google Sheets.
• Experience working with Reporting Databases

Benefits

• 25 days holiday.
• Career progression opportunities (some of our most senior people started as interns).
• Free financial coaching through Octopus MoneyCoach (worth £249).
• An exceptionally talented and friendly team. Our employees are our greatest asset.
• Free team breakfast every month
• Lots of fun, social events with the team
• Work from our office in Teddington (30 mins from Waterloo) at least 2 days a week (Tuesdays and Thursdays are mandatory) and 1 Friday a month
• 24/7 access to our Employee Access Programme