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 members 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 lovely 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

• Your core responsibility will be ably handling inbound enquiries from our members through multiple channels in line with our KPIs & SLAs

• 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