Customer Support & Complaints Assistant (Customer Service)

The job in a nutshell

Are you a customer service advisor with experience handling customer complaints/escalated queries within a contact centre environment? Are you interested in working within a fast paced technology and financial services business where you can work collaboratively with many teams and insurance partners, ensuring GoCompare continues to be a consumer champion that helps people save time and money?

If the answer to the above is yes, then we are very interested to hear from you.

We asked our team what they enjoyed most about their role; they all said the explorative and investigatory nature to the role gives it the edge for them! The fact you will work with and establish relationships with our various insurance partners in order to find a resolution for the customer means it is more varied and rewarding.

You will work independently, answering incoming customer queries and complaints though email, social media channels, web chat and over the phone. You will really contribute to ensuring we provide the best customer experience and supporting repeat custom for GoCompare.

Skills and experience you’ll need to have

  • Five GCCEs (or equivalent) grade A* - C, including English and Maths or relevant work experience
  • Experience working within a contact centre and/or customer facing role
  • Ability to remain calm, polite and courteous at all times
  • Good verbal and written skills

What you’ll be responsible for

  • Answers queries from customers and business partners within agreed SLAs.
  • Investigates and helps determine the cause of issues, resolving and recording all queries in line with company and FCA guidelines.
  • Undertakes complaints handling training and/or coaching for continuous improvement.
  • Develops and maintains knowledge of products and services offered by the company and its business partners.

Who you’ll be working with

  • Commercial team – to investigate and resolve complaints, ensuring no recurrence
  • Tech – root cause analysis and resolution of complaints
  • Product – inform about issues found, agree resolutions and help to test changes
  • Compliance – regular complaints reporting

About us

GoCompare.com Group plc (GOCO) operates GoCompare, a leading UK financial services, utilities and home services comparison website; and recently acquired The Global Voucher Group Limited (trading as MyVoucherCodes), which is a digital media and affiliate marketing specialist that connects consumers with money saving offers from the world's leading brands.

GoCompare attracts approximately five million visits every month and is designed to help people save time and money. When GoCompare launched in 2006 it disrupted the insurance market as the first comparison website to display policy details rather than just listing prices. GoCompare's goal was then, and still is now, to help people make better-informed buying decisions that save them time and money.

MyVoucherCodes.co.uk is one of the UK's biggest discount voucher websites. It launched in November 2006 and provides sales, discount and voucher code information to millions of consumers across the UK every month.

GoCompare.com Group plc uses data captured from more than 20 million customers over the last 11 years to underpin its drive to continually improve its proposition and leverage its strong position.

The Group is also an investor in Souqalmal.com, the leading comparison business in the Middle East; and in promising fintech start up MortgageGym, the mortgage robo-adviser.

GoCompare embraces diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Benefits

GoCompare offer a competitive benefits package including:

  • Flexible working hours
  • Bonus
  • 25 days holidays plus bank holidays
  • Birthday day off
  • Death in service
  • Matched pension (up to 6%)
  • Private medical cover
  • Buy and sell holiday options
  • Extra holidays for length of service
  • Share save scheme
  • Enhanced maternity and paternity policies
Go for it
Salary:

Up to £19,000 pa plus extensive benefits

Location:

Newport

Job Reference:

gocompare/TP/2632/165

Closing date:

31st May 2019

Contract type:

Full time

Contract details:

Permanent

Working hours:

37.5 per week

Go for it