Customer Operations Executive in City of London

Customer Operations Executive at Uswitch

Hybrid: 2 days per week in-office

At Uswitch, our goal is to be the UK’s favourite way to choose and manage home‑life essentials – from broadband and mobiles to energy and insurance. As we continue to grow and expand our services, we are looking for talented individuals who share our passion for making a positive impact on people’s lives. If you want to be part of a team that is transforming the way consumers navigate their household services, we would love to hear from you.

What You’ll Be Doing

• 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.
• 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.
• 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.

What We Offer

• 10% discretionary yearly bonus and yearly pay reviews (based on Uswitch 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 with years of employment to 30 days) + 2 days “My Time” per year
• Private medical cover, critical illness cover and employee assistance programme
• A healthy learning and training budget
• 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
• As a tech company who strives to get better every day, we use Metaview during the interview processes for note‑taking purposes. This records and transcribes interviews so the interviewer can fully focus on your conversation, rather than writing. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let us know.

Seniority level: Entry Level | Employment type: Full‑time | Job function: Business Development and Sales