Customer Service

Senior Online Advisor - Energy

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 and saveonenergy.com (launched in 2018 and 2019 respectively) are fast establishing themselves as innovative, consumer-centric websites that will help propel our future growth.

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.

The role

The Senior Team Member is responsible for supporting their Team Leader in all aspects of the management of their team, whilst still achieving and exceeding their personal targets.

You will be responsible for deputising for the TL and completing their work whenever they are out of the office (sickness, holiday and external meetings). This includes, but is not restricted to: Updating daily stats, reporting to CC Manager, coaching and motivating your team.

In addition to this the STMs will be tasked with a collective project each quarter. This could be anything from measuring employee engagement and putting in a plan of action to improve it or improving lost time in the department, then delivering against the plan.

Requirements

  • To deliver great sales through service by identifying customer needs.
  • To capture customer feedback consistently and accurately
  • Resolving customer complaints fairly and consistently
  • To deliver and exceed all personal targets and KPIs whilst maintaining compliance and customer satisfaction.
  • Provide constructive feedback to the agents.
  • Be an ambassador for Web Chat.
  • Train staff and new starters through coaching and 121s.
  • Deputise for your or another TL whenever they are out of the office or absent.
  • Excellent people management and relationship building skills
  • Analytical skills – the ability to draw together relevant data and extrapolate key detail
  • Exceptional written and verbal communication skills
  • Excellent organisation skills
  • Experience of working within the utilities and/or financial sectors.
  • Proficiency with all Microsoft Office packages mainly Excel, Word, PowerPoint and Outlook.

Working pattern - 5 days, 37.5 hours over a variety of shifts between 9 AM and 9PM, may include weekend work during peak periods.

Skills required:

  • Able to deal with high levels of customer interaction at a consistently high standard and speed.
  • Excellent written communication skills – accuracy, grammar, tone, spelling and able to articulate conversation via the Uswitch ‘voice’.
  • 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.
  • Track record of working within a team environment and being motivated by success.
  • Previous experience in a sales environment – contact centre, retail etc. – is essential

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