LOCATION: Teddington, South West London

REPORTS INTO: Head of Customer Success

About VouchedFor

When you reach one of life's big turning points - be it landing your dream home, having children, or ensuring a comfortable retirement - you deserve the very best financial advice.

Launched in 2012, VouchedFor is on a mission to get everyone that great advice. We are the UK’s largest rating and review site for financial and legal advisers and our platform already brings together thousands of financial and legal advisers, hundreds of thousands of satisfied clients, and millions of people needing advice.

We are an innovative start-up backed by VCs and Angel Investors whose previous successes include Shazam, Zoopla, eBay, Lovefilm and Betfair.

We're based in Teddington, South West London…which means you can get a seat during rush hour on the train, drive to work (and park)….or better still, cycle here through Richmond Park.


The Role - Customer Experience Executive

Reporting into the Head of Customer Success, you will be responsible for delivering a world-class customer experience for consumers who are looking to find the right professional adviser for them. You’ll be making sure your customer gets the great advice they need, in a friendly and efficient manner.

The job is a combination of phone support, client services and administrative support. You will be speaking to prospective and existing clients by phone and email and building positive relationships with them. You will be involved from first contact through to finding the right professional to help the customer, and following up afterwards. Your job is done when your customer is happy they’re on the right track.

The business’ needs are constantly changing as we grow and learn so we need people who can adapt and grow with us. This will involve everything from adapting to changes to current processes to suggesting completely new ones! You will be involved in these decisions from suggestion through to implementation so there is lots of scope for creative input.

Accountabilities:

  • Taking inbound calls from both prospective and existing customers, handling queries effectively and efficiently

  • Making outbound calls to new and existing customers to ensure customer satisfaction and assisting with finding the right solution in all situations

  • Responsible for investigating and checking adviser credentials on sign up and on an ongoing basis throughout their time with VouchedFor, ensuring that our advisers are fully authorised

  • Ensuring that all client contact and activity is of the highest standard, is in line with KPIs and that service is delivered with a smile 

  • Communicating with existing enquirers and external providers to ensure a smooth customer journey 

  • Ability to keep concise customer records, efficiently and accurately processing customer data 

  • Identifying weaknesses in existing processes and suggesting new processes or ideas for improvements

Qualifications;

  • A 2:1 degree from a good university, relevant work experience, or just shed-loads of potential and a willingness to learn!

Personal Requirements:

  • A warm and confident telephone manner

  • Excellent communication and relationship-building skills

  • Adaptable and enthusiastic approach

  • Highly motivated, driven, and competitive

  • Excellent administrative skills and attention to detail

  • Ownership of your role and pride in your work

  • Open to both giving and receiving feedback regularly

  • Must be able to work on own initiative and as part of a team

  • Not afraid to work hard - it’s a fast-paced environment where everyone gives 110%

A bonus (but not essential):

  • Experience working in a telephone based role would be highly beneficial

  • Experience working with Microsoft Excel or Google Sheets

Applications:

To apply, please send a cover letter and CV to: caroline.lund@vouchedfor.co.uk