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Customer Service Advisor (Energy Sector Experience)

Job Purpose

Answer all incoming customer queries and complaints within Service Level Agreements (SLA) and in line with company policies and procedures to ensure that all enquiries are responded to effectively

Key Experience & Skills

  • 5 GCSE’s (or equivalent) grade A* - C including Maths and English
  • Full complaints case handling experience
  • Ability to liaise with technical teams and handle web based errors and customer queries
  • Experience working within a customer service / customer facing role
  • Ability to remain calm, polite and courteous at all times
  • Good verbal and written skills
  • Experience in an FCA regulated environment - Insurance (Desirable)
  • Industry experience within relevant Gocompare.com product areas; Travel, home, car, finance (Desirable)

Key Accountabilities

  • Answers queries from customers and business partners within agreed SLAs
  • Investigates and helps determine cause of issue and resolves and records all queries in line with company and FCA guidelines
  • Undertakes complaints handling training or coaching for continuous improvement
  • Develops and maintains knowledge of products and services offered by Gocompare.com and its business partners

Key Interfaces

  • Works with Commercial Team to investigate and resolve complaints and ensure no recurrence
  • Liaises with IT to investigate root cause of complaints and agree best solution
  • Liaises with Web Team to update on issues found, agree resolution and help test changes
  • Updates Compliance Team and FCA with regular reporting on complaints

About Us

GoCompare is a technology business operating in the price comparison market. Based in South Wales, we currently employ over 190 staff and have recently listed on the London Stock Exchange (LSE:GOCO)

Company Benefits:

  • Private Healthcare
  • Pension (Employer Matched up to 6%)
  • Birthday day off
  • Death in service cover (x4 salary)
  • Option to buy into company share schemes
  • Free fruit and bean to cup coffee / tea
  • 25 days holiday

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