At RVU, we have the best of both worlds: the excitement of a start-up and the strength of well-established, trusted household names.
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: