Customer Experience Associate
with Switchd
At a glance

Switchd is a new, automated energy switching start-up with a mission to save people time, money and hassle.

Salary: Basic salary up to £30,000+ Potential bonus.
Market: Energy Tech / Green Tech
Stage: Early stage Growth 
Company size: 10+
Office: Soho, London
Founded: 2018
Website > https://switchd.co.uk/
Highlights
The
Job title:
Customer Expereince Associate
Company:
Switchd
What they do: 

 

Switchd was created to help the 19 million UK households who could be on a better energy tariff. We automate the process of energy switching. Sign up once and we make sure you're always on the best energy deals.

What you'll do: 
 

You'll be responsible for responding to customer queries across a range of channels and ensuring that any issues with switches are resolved smoothly. You'll also be responsible for helping to train and develop other members of the customer experience team to ensure they improve their own skills provide great support to Switchd members.

Growth potential: 
 

You will be working directly with the founders and the growth potential is unlimited. The role is very structured at present but it can be what you make of it.

Full Job Description

About Switchd

 

Switchd is a new, automated energy switching start-up with a mission to save people time, money and hassle. We’ve got a great product (which we’re always improving) great reviews from customers and we’ve just raised a round of funding from a well-known UK bank.

The core auto-switching service has already saved 1000's of tons of carbon through people going green. We're now developing some exciting new tech to take the green side of things even further!

The journey has been awesome so far and what's to come is shaping up to be even better! We’re looking for someone to join the team, join the journey and share in the success as we continue to grow. We’re on the lookout for an outgoing and motivated individual to join our team.

At Switchd we work hard but we work smart and if you’re ever doing something you think is pointless (which we hope you won’t be anyway) then we have a culture that means you can speak up and challenge if it needs doing! This role will have a huge amount of personal development opportunity as you’ll see how the business is run and have the freedom to shape how we do customer experience at Switchd.

Role Description

We're looking for a senior Customer Experience/Support Associate to join our team. We're building a world class, seamless service for our customers and this should extend to every aspect of their experience with Switchd.

 

You'll be responsible for responding to customer queries across a range of channels and ensuring that any issues with switches are resolved smoothly. You'll also be responsible for helping to train and develop other members of the customer experience team to ensure they improve their own skills provide great support to Switchd members.

 

Responsibilities

  • Handling customer support tickets and customer processing

  • Training and developing other members of the customer experience team

  • Looking for ways to improve customer satisfaction when they deal with support

  • Troubleshooting and resolving issues with switches when they arise

  • Record and share feedback and ideas from customers to improve the Switchd service

  • Improving the knowledgebase and FAQs to help customers resolve queries quickly and easily

Requirements

  • 2+ years’ experience in a digital customer service role

  • Energy industry experience

  • Excellent communication skills

  • Quick and comfortable using a computer

  • Well organised and time effective

  • Friendly and personable

Company Perks

  • Office in the heart of Soho (with lots of plants!)

  • Competitive salary, based on experience

  • Equity/shares in the company, so you can share in the growth

  • Regular feedback and training sessions to help you develop

  • Unlimited tea, coffee and biscuits

  • Pension to help you prepare for the future

  • Free friday team lunches at the local market

 

How to apply...

Full managed

 

We take care of the entire process for you so we can manage and remove poor experiences like ghosting, no feedback, no updates and so on  🙌

 

All you have to do is let your Relationship Manager know you’re interested, ask them any questions you have and they will take care of the rest.

Straight to the front

From there, what’s next is super simple  😇

If you like the initial sound of the company/ role. We then act as your “in” with them and set up an initial phone chat with you and the Hiring Manager there. 

 

The chat will be pretty informal and should only last 10-15 minutes - It's a fact find for both of you. 

 

More than prepared 

 

Before the call we will send you EVERYTHING you'll need to know about the company / who they are looking for / format of the call and so on. 

 

You will be fully prepared and know what to expect at every stage 😀