Careers @ Switchd

Customer Experience Associate

Role: Customer Experience Associate

Team: Customer Experience

Type: Full time

Location: London

Apply: Click here

Your role

We’re building a world-class, effortless experience for our customers including when they need to get in contact with us to get an answer to a question or need help navigating the energy industry. Your role will be to work with the Customer Experience team to ensure that every interaction that customers have with Switchd is as effortless as possible; from making sure that switches run smoothly by liaising with suppliers to directly answering queries and putting people at ease.


As a growing company, we are building our team and part of your role will also be to help train, onboard and continuously develop other team members to deliver outstanding support to our customers.


You’ll be super-organised and able to juggle multiple priorities to deliver the effortless customer experience. Switchd was founded to help people stop overpaying on their energy, get them on the right deals for them and create transparency in a confusing energy market. You’ll represent the values of honesty and integrity through your work and be a strong advocate for the company.


Key responsibilities and areas of ownership

  • Core responsibility will be ably handling customer support tickets through multiple channels in line with our KPIs & SLAs
  • Training and developing other members of the customer experience team
  • Looking for ways to improve customer satisfaction when they deal with support through regular reviews
  • Troubleshooting and resolving issues with switches when they arise
  • Record and share feedback and ideas from customers and your own experience to improve the Switchd product and service
  • Manage and build our knowledge base, help centre and FAQ to help our team and our customers resolve their queries effortlessly

Requirements

  • 2 years + experience of working in a digital customer service/experience role
  • Excellent written and spoken communication skills
  • Great organisational and time management skills
  • Possess great energy and proactivity
  • A passion for helping people solve problems
  • Friendly and personable
  • Quick with and comfortable using a computer

Company Perks

  • Office in the heart of Holborn (with lots of plants!) - once lockdown is over
  • Competitive salary, based on experience
  • Great organisational and time management skills
  • Equity/shares in the company, so you can share in the growth
  • Regular feedback and training sessions to help you develop
  • Unlimited tea, coffee, biscuits fruit etc... :)
  • Pension to help you prepare for the future
  • Free Friday team lunches at the local market