Customer Operations Executive
3 days ago
**A wonderful opportunity for an enthusiastic solution-driven individual to own and shape all things Customer Service within an exciting team. You will be helping both B2B and B2C customers, offering them a brilliant experience at every interaction.**:
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.
**The role**:
Reporting into the Customer Experience Lead, you will be responsible for delivering a world-class customer service experience for the 3,600+ professional advisers who are members of the VouchedFor platform, and the 2 million + consumers who use VouchedFor to find or check an adviser. You’ll be making sure your customer gets the help they need, in a friendly and efficient manner.
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**:
- Taking the lead on all things Customer Service, making it your own and being the voice for VouchedFor
- Owning our customer service inbox, finding the right solutions to the problems and questions our users have, delivering brilliant customer service that ensures our customers love us
- Speaking to all kinds of consumers who need advice and helping them find the best adviser for them
- Making sure if things go wrong, we find the root cause and put them right
- Assisting with our checks to ensure that our advisers and reviews are fully verified & authorised.
- Ensuring that all client contact and activity is of the highest standard and in line with agreed KPIs
- Identifying process improvements, or new ways to streamline the customer service experience
**What you’ll bring**:
- A personable and confident telephone manner.
- Excellent communication and relationship-building skills.
- Buckets of resilience and drive.
- Strong attention to detail.
- 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 beneficial.
- Experience working with Microsoft Excel or Google Sheets.
- Experience working with Reporting Databases
**Requirements**:
- Experience in a Customer Service role, with a proven track record of delivering excellent service
- Excellent written and spoken English
**Benefits**
- Salary ranges between £27-35k depending on experience.
- 25 days holiday.
- Career progression opportunities (some of our most senior people started as interns).
- Stock options in one of the UK's fastest growing financial technology companies.
- Free financial coaching through Octopus MoneyCoach (worth £249).
- An exceptionally talented and friendly team. Our employees are our greatest asset.
**Location**:
We believe that team collaboration and individual contribution is key to learning, growth and success, and that both of these are much easier to achieve when working from the office, together. Our aim is to have all teams work from our Teddington office, at least twice a week (Tuesday's and Thursdays and ideally Friday office days). Please consider this factor before applying, ensuring your current location is viable.
- We are working hard to create a representative, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace. VouchedFor is an equal opportunities employer and doesn’t discriminate on the basis of race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected class. Everyone is welcome and in this together._
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