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Customer Support Specialist

2 months ago

Cardiff, Cardiff, United Kingdom Confused Full time

We're part of RVU - a group of online brands (including Uswitch) that work to empower consumers. We do this by helping people compare home services, insurance and other financial products.

About the role:

You'll be part of our brilliant customer support team, who are the first point of contact for our customers. You'll champion the customer by resolving queries and complaints, and give them a voice by feeding back customer issues for the business to act on.

Providing a great experience is essential to reinforce our first-class reputation. You'll be an excellent communicator - friendly, polite and confident. You'll also be a great listener and be able to use your own initiative. Finally, you'll be provided with all the knowledge and training required to succeed at this role.

Key responsibilities:

  • Delivering outstanding customer service
  • Providing phone assistance to customers when requested
  • Supporting customers through the car insurance quote via webchat
  • Working with the social media team to respond to queries via different channels
  • Liaising with insurance partners to ensure the best outcome for customers
  • Accurately reporting complaints and complying with the FCA dispute resolution guidelines

Essential skills:

  • A customer-focused attitude
  • Customer support experience in the insurance industry
  • The ability to work well under pressure while exceeding targets and objectives
  • The ability to manage your own workload
  • Experience in handling complaints and understanding of FCA guidelines

We're committed to providing a great work environment, supporting your growth both personally and professionally, and offering benefits that make your time at RVU enjoyable. Here are some of the benefits you can look forward to:

  • 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
  • A hybrid working approach with 2 in-office days per week and up to 30 days per year to 'work from anywhere'
  • Employer matching pension contributions up to
  • A one-off £300 'Work from Home' budget to help contribute towards a great work environment at home
  • Excellent maternity, paternity, shared parental and adoption leave policy, for those key moments in your life
  • 25 days holiday (increasing to 30 days) + 2 days 'My Time' per year
  • Private medical cover, critical illness cover, dental plans and employee assistance programme
  • Free gym access
  • Employee discounts programme
  • A healthy learning and training budget to support your development
  • Electric vehicle and cycle to work schemes
  • Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected

We use Metaview during the interview processes to record and transcribe interviews so the interviewer can focus on the conversation rather than note-taking. This also helps us to continuously improve the quality of our interviews and your experience. This has no bearing on the assessment of you as a candidate and you can opt-out at any time, just let us know before your call.