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Complaints Team Lead

full-time uSwitch London

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 is changing the mortgage market. We create innovative and personalised products that help you make smarter decisions. We want to empower you to find a house and get a mortgage without talking to an agent or broker.

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.

We believe in being great people to work with: we are very passionate about our own work, but we think that it’s important to make time to help others with their work - so that the entire team gets better every day. We are entrepreneurial - we believe in challenging the status quo and solving problems our users will face tomorrow. Perhaps most of all, we are inclusive: no matter who we are, where we come from, or which project we work on, we are one team with one dream: improving the lives of our users through awesome experiences.

As Team Leader you will be working as part of a dynamic and customer-focused team. You will be responsible for managing the day-to-day performance and engagement of all email, phone and social media agents and ensuring that all KPIs are achieved whilst keeping the customer at the centre of everything your team does.

-Report to the Customer Service Manager

-Regularly review the complaints log to ensure all complaints logged are compliant and complete

-Works efficiently to own, maintain and respond to complaints within SLA

-Effectively respond to and manage complaints using the uSwitch ‘Tone of Voice’

-Regular 121s with direct reports, providing valuable feedback and developmental support

-Completion of the Complaints Dashboards on a monthly basis

-Daily MI completion for complaints

-Possess excellent cs skills and knowledge

-Excellent spelling, punctuation and grammar

-Assist the continual development and management of the complaints system and its reporting

-Work with the complaints agent and CSM to mitigate complaints

-Manage and resolve escalated complaints

-Flag any potential drivers for complaints

- Manage complaints at Stage 2

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 uSwitch 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
    • 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
published: July 31, 2019

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