Customer Service Advisor

About Bionic

Bionic strives to simplify critical business needs for entrepreneurs by combining top-tier human support, intelligent technology, and data insights. Our experts assist businesses in securing the best deals on energy, connectivity, insurance, and finance through a centralized platform. Partnering with prominent price comparison services like Compare the Market, MoneySuperMarket, Uswitch for Business, and Confused.com, Bionic is trusted for managing business energy switching services.

Role Overview

We are expanding our Customer Service Team in Luton and seek a Customer Service Advisor to enhance customer experiences and ensure satisfaction throughout their journey with Bionic. This role offers a supportive environment emphasizing training and career development within a high-achievement team.

Key Responsibilities

• Respond promptly and courteously to incoming calls and emails from customers.
• Maintain a professional, empathetic, and positive disposition during all interactions.
• Document customer queries and complaints comprehensively and accurately.
• Handle investigations when customers express dissatisfaction.
• Work towards fulfilling targets such as managing inbound call volumes.
• Deliver professional support ensuring customers' needs and satisfaction are met.
• Comply with regulatory frameworks, including Data Protection and FCA standards.

Candidate Profile

• Proven experience working in customer service roles.
• Excellent verbal and written communication skills, with the ability to ask probing questions to uncover root issues.
• Strong telephone etiquette capable of quickly establishing rapport and demonstrating empathy.
• Proficient problem-solving skills, capable of analyzing information and making decisions that benefit both customers and Bionic.
• Adaptability to shifting priorities and workflows aligned with organizational objectives.
• Good numerical ability.
• Exceptional time management competencies.
• Experience in the energy sector is advantageous but not required.

Recruitment Process

• Submit a one-way video introduction explaining interest in the role.
• Participate in a 30-minute Teams interview with Talent Acquisition.
• Attend a one-hour in-person interview with Hiring Managers at our Luton office.

Employee Benefits

• Private healthcare coverage.
• Access to Employee Assistance Program, including virtual GP consultations, prioritized physiotherapy, and mental health support.
• Eyecare benefits.
• Starting at 25 days annual leave, increasing with length of service.
• One paid family or religious day off per year after probation.
• One paid day for charity volunteering annually.
• Option to buy or sell up to three additional leave days annually.
• Enhanced parental leave for maternity, paternity, and shared parental purposes.
• Paid wedding leave: 2 days upon joining, increasing to 5 days after two years.
• Auto-enrolled pension scheme via salary sacrifice.
• Life insurance coverage.
• Loans for season tickets, salary advances, and home purchase or rental based on tenure.
• Cycle to work program.
• Recognition incentives such as the Highflyers VIP experiences for top performers.
• Company events including summer and Christmas parties, local and annual awards, and acknowledgments for long service.