Customer Service Advisor

Job Title{{:}} Customer Service Advisor
Location{{:}} London (hybrid working)

About the Role{{:}}
At Bionic, we're making life radically easier for small business owners. We're building a one-stop shop for business essentials, powered by smart technology and world-class human service giving them an experience so good that they trust Bionic to sort all their business needs for them. Established in 2007, we are in an exciting period of growth, and you will be joining over 800+ colleagues, spread across 4 different offices.

To support our continued growth and exciting plans, we're looking for Customer Service Advisors to join our Customer Service Enquiries Team in supporting customers through their interactions with Bionic. 

The Customer Service Team ensures our customers have a great journey with Bionic, that they're satisfied, and their experiences are consistently of a high standard.  This is an excellent opportunity to join a high-performance team within a rewarding department, into roles offering training and personal development. 

About the role{{:}}

As a Customer Service Advisor your day-to-day responsibilities will include{{:}} 

• Answering and replying to customer calls and emails in a timely manner
• Maintaining a positive, empathetic, and professional attitude toward our customers, ensuring they feel valued and heard
• Updating queries with detailed and high-quality notes, to provide accurate records of customer interactions
• Proactively carrying out any necessary enquiries or investigations to address customer dissatisfaction and find suitable resolutions
• Working towards targets; such as managing and optimising inbound call volume, to ensure efficient customer service delivery
• Ensuring customer satisfaction by consistently providing professional and personalised support
• Adhering to regulatory standards, including but not limited to Data Protection and Financial Conduct Authority (FCA) Guidelines, to maintain compliance and protect customer information

About you{{:}}

You'll be an enthusiastic, customer-focused person, able to demonstrate{{:}} 

• Prior experience in a customer service role  
• Exceptional communication skills, both verbal and written with the ability to probe and question where needed to get to the root of a problem 
• Excellent telephone manner, you'll be able to build a rapport quickly and show understanding and empathy where needed 
• Proven experience in adapting your problem-solving skills, you'll be able to listen, digest information and act accordingly with the customers and Bionics interests at forefront 
• Strong numerical skills 
• Impeccable time-management skills 
• Energy industry experience would be a bonus 
  

About the Bionic Group

We are Bionic, the UK's number one business comparison and switching service. It's our mission to make it radically easier to run a small business and earn the lifetime loyalty of British businesses.

To do this, we combine world-class human service with smart technology and data. This means our tech-enabled experts can quickly match business owners with the best deals on their business essentials - energy, connectivity, insurance, and finance.

We also partner with leading price comparison websites, including Compare the Market, MoneySuperMarket, Uswitch for Business, and Confused.com, who trust us to provide their business energy switching services.

Benefits

We know that our employees are what sets us aside from our competitors, our benefits are just part of the way we say thanks. 

Enhance your health & wellbeing 🌱 

• Private healthcare cover 
• Employee Assistance Programme, including a virtual GP service, priority physio & talking therapies 
• Eyecare scheme 

Taking time away from work 🏖️ 

• 25 days annual leave plus the 8 UK bank holidays, increasing with tenure 
• 1 paid family/religious day of leave per year - following successful probation period 
• 1 paid charity volunteering day per year 
• Option to buy/sell up to an additional 3 days leave per year 

Family matters{{:}} for the special moments 🏠 

• Enhanced maternity, paternity or shared parental leave 
• 2 days off for your wedding upon joining, and up to 5 days after 2 years' service 
• Flexible working options & a hybrid work approach 

Financial wellbeing 💸 

• Auto-enrolled salary sacrifice pension scheme  
• Life assurance 
• Season ticket Loans, salary advances & loans to buy/rent a home - based on tenure 
• Cycle to work scheme 

Recognition 🌟 

• Highflyers incentive, a VIP experience for our high performers across Bionic group to celebrate success 
• Company summer & Christmas party celebrations, business and local zonely & annual awards and recognition  
• Long service awards