Customer Experience Operations Lead (Hybrid)

RVU Limited; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

10% discretionary bonus

Hybrid working: 2 days in office

Pension contributions up to 7.5%

Home office budget £300

Private medical cover

Gym access

30 days holiday

Learning and training budget

Employee discounts

Job summary

RVU Limited is seeking a Customer Operations Executive in London. The role blends customer support across email and chat with collaboration across internal teams to enhance the customer experience.

You will work with our AI chatbot and Intercom to raise service quality and respond to reviews on TrustPilot. The ideal candidate is customer-obsessed, detail-oriented, and comfortable using data insights to drive process improvements.

Qualifications

• Strong customer service mindset with a passion for great experiences.
• Excellent written and verbal communication with attention to detail.
• Experience using Intercom or similar platforms.
• Comfortable working with data trends and customer insights.
• Proactive, collaborative and able to multitask in a fast-paced environment.

Responsibilities

• Handle customer conversations via email and chat with a consistent tone.
• Collaborate with internal teams to resolve issues swiftly.
• Work with AI chatbot to improve automation and handovers.
• Monitor TrustPilot, respond to reviews, and identify themes.
• Track customer trends and provide improvement insights.
• Support a culture of continuous service improvement.

Skills

Customer service

Intercom

AI tools

Communication

Data insight

Team collaboration

Tools

Intercom

CRM systems

Job description

RVU Limited is seeking a Customer Operations Executive in London. The role blends customer support across email and chat with collaboration across internal teams to enhance the customer experience.

You will work with our AI chatbot and Intercom to raise service quality and respond to reviews on TrustPilot. The ideal candidate is customer-obsessed, detail-oriented, and comfortable using data insights to drive process improvements.