Online Customer Service Advisor

Online Member Support Agent (customer service advisor)

Mostly remote, 8 days a year in Bristol & 4 days in London per year - travel paid for.

(basically it’s 1 day a month in the office), mostly visiting the Bristol office but London once per quarter.

Up to £24k, plus benefits

Online member support agent with a fast paced, growing entrepreneurial fintech business, working with live chats and emails to provide excellent customer service. There’s bags of training and career development with the team and indeed the business, this is just the start of your journey! Our client values it’s employees highly and will genuinely support your progress.

This is more than an ordinary customer service role, you’ll be solving problems via live chat and emails for an app based business. Experience of working within credit/financial services would be very useful but isn’t essential, as long as you’ve worked within email customer services or Live Chats we’d love to hear from you.

You’ll need to get your head round specific financial information, so the ability to learn quickly and effectively is important.

You’ll be able to work remotely for the most part, and just visit either Bristol and London once a month. It’s a 37.5 hour week, covering a range of shifts between the hours of 8am to 8pm Monday to Saturday. You’ll only work 1 Saturday a month and receive a day off in lieu.

Whether you’re working on live chats/emails helping customers, or ensuring that the community is up to date with the latest product changes- nothing will stop you from getting the best outcome for customers. You’ll be excited by coming up with new ideas on how to improve the member support experience and be ready to get involved with individual and team projects.

• You’ll work on first line customer support tickets via live chat and emails ensuring
• that every interaction with members champions the brand and voice
• Communications will range from replying with a single saved reply to bespoke answers based on the customer’s situation
• You’ll help members with simple troubleshooting and will report all technical issues to the technical squad
• Escalate queries when necessary.

What you’ll need:

• 1+ years of experience of working for an online customer service team.
• Live chat experience is helpful, not essential.
• Experience working with Zendesk or a similar customer support system
• Fun, friendly, and empathetic mindset, proactive and eager to learn
• Ability to thrive in a fast-paced, ever-changing and demanding environment
• A team player!

Benefits:

Annual bonus

33 days holiday, a day off in your birthday month, extra holiday time for working during Christmas period

Enhanced parental leave package

Employee reward scheme; telephone GP, free counselling, high street discounts and more