Customer Operations Executive

Employment: Full Time Workplace: Hybrid Hybrid: 2 days per week in our Tower Bridge office (Tuesdays & Thursdays) Uswitch Uswitch is the market-leading and most trusted brand that helps consumers save money on their household bills, empower them to make confident decisions when it comes to saving money on their broadband and mobile bills, helping them to understand more about their energy usage and helping them to navigate the current energy crisis. The role We’re looking for a customer‑obsessed individual who’s passionate about delivering outstanding support and continuously improving the customer experience. You’ll be the voice of our customers, managing communications across email and chat, sharing insights, and helping shape how we serve our customers better every day. What you'll be doing: Work with our AI chatbot agent to enhance automation, improve response quality, and ensure smooth handovers between the bot and human support. Manage and respond to customer conversations through Intercom, maintaining a consistent and high‑quality tone of voice. Own our TrustPilot presence — monitor and respond to reviews, drive 5★ ratings, and identify feedback themes for continuous improvement. Respond promptly and professionally to customer emails and live chats, ensuring every interaction reflects our values and delivers customer satisfaction. Collaborate closely with internal operations and cross‑functional teams to resolve customer issues quickly and effectively. Handle customer complaints fairly and efficiently, maintaining compliance with internal procedures and regulatory standards. Identify recurring customer questions or issues, and share insights with the wider team to help reduce preventable contacts. Assist with tracking and reporting customer trends, helping the team understand where improvements can be made. Contribute to team meetings and improvement sessions by sharing observations and customer feedback. Support a culture of continuous improvement within the Customer Operations team. What we're looking for A passion for providing excellent customer service and creating outstanding experiences. Strong verbal and written communication skills, with great attention to detail. Customer‑focused and proactive — you take ownership of issues and follow them through to resolution. Experience using Intercom or similar customer engagement platforms. Comfortable using AI tools and technology to improve efficiency and deliver a better customer experience. Experience handling and resolving customer complaints Ability to manage multiple conversations and tasks in a fast‑paced, high‑volume environment. Interest in working with data and customer insight, comfortable spotting trends and contributing ideas for process improvements. Positive, adaptable, and collaborative — you enjoy working as part of a team to deliver great results. Our commitment to you We are dedicated to developing valuable, inclusive, and user-friendly products and services that deliver positive outcomes for all of our customers. To achieve this, it’s essential that our teams reflect the diverse range of people in our community. We believe in being the change we wish to see in the world, by embracing our differences and holding ourselves accountable to being open and inclusive teammates and wider community members. What we offer We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to: 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance) A hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere” Employer matching pension contributions up to 7.5% A one-off £300 “work from home” budget to help contribute towards a great work environment at home Excellent maternity, paternity, shared parental, and adoption leave policy, for those key moments in your life 25 days holiday (increasing to 30 days) + 2 days “my time” per year Private medical cover, critical illness cover, dental plans, and employee assistance programme Free gym access Employee discounts programme A healthy learning and training budget to support your development Electric vehicle and cycle to work schemes Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected.