Customer Experience & Insights Lead (Hybrid)

RVU; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

10% discretionary bonus

Hybrid work (2 days in-office)

Pension contributions up to 7.5%

Work from Home budget £300

Maternity, paternity leave & adoption

25 days holiday (+2 My Time)

Private medical cover

Learning and training budget

EV and cycle to work schemes

Company events

Job summary

RVU is seeking a customer‑obsessed specialist to manage email and chat support and help improve our customer experience. You’ll work with our AI chatbot to enhance automation and ensure smooth handovers between bot and human agents.

You’ll respond promptly across channels, own TrustPilot presence, and collaborate with internal teams to resolve issues while maintaining a high standard of service. This role emphasises customer insight and continuous improvement.

Qualifications

• Experience in customer support via email and chat channels.
• Strong written and verbal communication with attention to detail.
• Proactive and ownership mindset focused on issue resolution.
• Familiarity with Intercom or similar customer engagement platforms.

Responsibilities

• Collaborate with AI chatbot to improve automation and bot-human handovers.
• Manage customer conversations through Intercom with consistent tone.
• Monitor and respond to TrustPilot reviews; identify themes for improvement.
• Respond to emails and live chats promptly, ensuring customer satisfaction.
• Coordinate with internal teams to resolve issues quickly and effectively.
• Handle complaints fairly and in line with procedures and regulations.
• Identify recurring questions and share insights to reduce contacts.
• Track and report customer trends to inform improvements.
• Contribute in meetings to share observations and feedback.
• Support a culture of continuous improvement within Customer Operations.

Skills

Customer service

Intercom

AI tools

Communication

Problem solving

Tools

Intercom

AI tools

Job description

RVU is seeking a customer‑obsessed specialist to manage email and chat support and help improve our customer experience. You’ll work with our AI chatbot to enhance automation and ensure smooth handovers between bot and human agents.

You’ll respond promptly across channels, own TrustPilot presence, and collaborate with internal teams to resolve issues while maintaining a high standard of service. This role emphasises customer insight and continuous improvement.