Customer Support Advisor (US)

US market focus – Hours to reflect East Coast Time (1-9pm UK time)

About Us 

With Unbiased, you can manage all of life’s biggest decisions in one place. Find the experts to support you at every step, see what’s on the horizon, plan ahead and be ready for the unexpected.    We are helping to revolutionise how people make the biggest decisions in their life, so they can ensure they are making the right plans for their future.

We have a talented team who share our vision and know that to be the best at what we do, we need to be relentless about progress. We are a team of doers who move quickly, collaborate and learn from our mistakes. We're enjoying this exciting journey we are on – we are helping people and shaping a growing business at the same time.     

About the Role 

We are at an incredibly exciting point in the history of Unbiased, as we are expanding to the United States of America! As we expand, we are looking for a driven Customer Support Adviser to join our highly successful Customer Support team, with a specific focus on working with our US customers. Given the focus of the role, your hours will be required to reflect the East Coast time zone (2pm – 9pm UK time).

You will focus on customer satisfaction and will be dedicated to supporting advisers and clients with any service requests or queries via phone, live chat and email.  

Key Responsibilities  

• You will be handling all inbound calls, Hubspot tickets/emails, chat and social media contacts;  

• You will be dealing with all inbound consumer enquiries (general public), handling basic account management contacts from our professionals (advisers), and assigning more dedicated requests to the corresponding team, e.g., new business calls to the Sales Team; 
• You will be troubleshooting enquiries and seeking swift resolution to pending issues, while raising any bugs, glitches and issues to your Line Manager; 
• You may be required to update both consumer and professional advisers’ profile data and/or directing customers to enable them to update their profile through our online system; 
• You will be able to effortlessly give them information about the connection process and Unbiased’s proposition; 
• You will be reporting back to the business on progress and any service issues; 

• You will be working towards competitive targets and KPIs. 

About you 

• You’re relentless about progress – you push things forward with tenacity and are creative when working around blockers, you realise there is a huge benefit to acting today rather than waiting for tomorrow.  
• You share and seek input - you embrace challenge and opinions and are more interested in learning than being right, you actively seek out different views and perspectives to maximise the chances of making the right decision and achieving success.   

• You enjoy the journey – you help others to succeed because you know that when we go out of our way to support each other, we all get better collectively.  You celebrate successes and give kudos to your colleagues for a job well done, no matter how small.  

In addition, we ask that: 

• You have previous customer service experience – in person or digital 
• You have strong organisational and prioritisation skills  
• You are an excellent communicator 
• You have confidence with US spelling in written correspondence

• You feel confident talking to a diverse audience   
• You need to be a responsive listener, adapting your approach when necessary  
• Self-starter, organised and reliable with attention to detail  
• Strong organisational and prioritisation skills 
• A creative problem-solver 

• Excellent communication skills – both written and verbal 
• You're friendly, positive and feel confident talking to a diverse audience  
• You need to be a responsive listener, adapting your approach where necessary 
• Self-starter, organised and reliable with attention to detail 
• Strong work ethic and timekeeping  

• You learn from mistakes and commit to performing at your best  
• You are agile and proactive when working from home (as required, hardware will be supplied) 

How we’ll take care of you: 
 

• Brilliant Pension Contributions: We go above and beyond when it comes to helping you to save for your future. 
• Investment in your Development: Alongside in-house training, you’ll be allocated a generous yearly allowance to invest in your career development.
• Investment in your Wellbeing: Your wellbeing is a top priority for us, and you’ll be able to benefit an annual wellbeing allowance.On top of this, we have arranged for Private Medical Insurance for extra peace of mind.
• Social Events: We’re a social bunch so you can expect plenty of activities based in and around our vibrant office in the heart of Farringdon. 

 
The Usual Benefits:  
 

• Holiday: you’ll be allocated plenty of holiday to ensure that you have enough time to recharge, work-life balance is super important to us here (you’ll also have your birthday off as paid annual leave!)
• Flexible working: we’ll work with you to find the balance of office-based work and remote working 
• Private Medical Insurance
• Life insurance 
• Cycle to work scheme  

Equal Opportunity  

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Unbiased are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status. 

Data Privacy 

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data. 

Once a person has taken up employment with Unbiased, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Unbiased has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it. 

Agencies 

As much as we appreciate the help, we’re using our own direct sourcing methods or we’re working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email [email removed - click apply for more details] FAO our Talent Manager, speculative phone calls will not be taken by our team neither will CV submissions without Unbiased or the candidate’s expressed consent.