Customer Service Advisor

Role: Customer Service Advisor

Location: Luton (Hybrid)

Description

At Bionic, we want to make it radically easier for business owners to sort their business essentials. By using a world-class human service, smart technology, and data, our tech-enabled experts help match business owners with the best deals for their energy, connectivity, insurance & finance.

By creating a one-stop-shop for all business essentials, our purpose is to ‘earn the lifetime loyalty of British businesses’. 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.

About the Role

To support our continued growth and exciting plans, we’re looking for a Customer Service Advisor to join our Customer Service 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.

Day-to-Day Responsibilities

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

• Answering and replying to customer calls and emails
• Maintaining a positive, empathetic, and professional attitude toward our customers
• Updating queries/complaints with high-quality notes
• Carrying out any inquiries if the customer isn’t happy
• Working towards targets such as inbound call volume
• Ensuring customer satisfaction and providing professional customer support
• Meeting regulatory standards, such as Data Protection and FCA Guidelines

What We’re Looking For

We are looking for an enthusiastic, customer-focused individual, 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
• Comfortable navigating changing priorities and adapting approach to support business objectives.
• Strong numerical skills
• Impeccable time-management skills
• Energy industry experience would be a bonus, however this is not essential

The Interview Process

• One-way video submission, to find out more about you and your interest in the role
• 30 minute teams interview with our Talent Acquisition team
• 1 hour interview in person interview with the Hiring Managers in our Luton office

About Bionic

Bionic has over 630 colleagues working across three office locations and four businesses; Bionic - London, Bionic Outbound – Luton, Think Business Loans – Chelmsford, and Smart – Field based agents. We have a high energy work environment wherever the location; you can feel the passion the moment you walk through our door! Our work environments are packed with amazing people and energy, hubs of collaboration.

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, 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

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