Job Title: Customer Success Executive - Experience
Introduction to Bunch:
At Bunch, we believe managing your home bills should take minutes - not months of chasing. So we’ve built the smartest way to handle shared household costs, starting with a single fixed monthly payment that covers everything from energy to broadband to water. No more awkward money chats. No more missed due dates. No more stress.
We exist to give people back their time, their headspace, and a bit of sanity. Because in a world that’s always on, admin shouldn’t be another full-time job.
We’re a fast-growing team with a rebellious streak. We challenge the way things have always been done and ask: how can this be smarter, easier, better for the customer?
We’re looking for people who are bold, human, and obsessed with making things simpler. People who thrive in fast-paced environments, love solving real-world problems, and care deeply about the impact their work has.
Sound like you? Join the Bunch crew.
Find out more at https://the-bunch.co.uk/
Position Summary:
The Customer Success Executive - Experience will play a pivotal role in enhancing our customer journey through proactive communication, personalisation, and support. Responsible for key touchpoints including welcome calls, check-ins, upselling, and retention, this role helps create long-term customer value and satisfaction.
This is a customer-first position where relationship building, value delivery, and problem-solving are at the heart of everything. The consultant will act as a trusted guide for our customers, offering advice, insight, and solutions to ensure they get the best from their service and feel truly looked after by Bunch.
Accountabilities:
- Deliver structured customer communications, including welcome calls, 6-week check-ins, and quarterly reviews.
- Support high-usage customers with tailored advice and service reviews to maximise value.
- Enhance retention and satisfaction through cancellation saves, empathetic support, and package optimisation.
- Educate customers on market conditions and service updates, building trust and reducing anxiety.
- Work with the Customer Success Manager and Head of CS to hit performance targets.
- Collaborate with the Data Enrichment and external partner teams to identify and deliver additional value.
- Promote and collect Trustpilot reviews and actively contribute to brand reputation.
Knowledge, Skills & Experience:
Essential:
- Previous experience in a customer-facing role (e.g. support, retention, or upselling).
- Demonstrated success in delivering against KPIs or performance targets.
- Experience using CRM systems or customer management platforms.
- Excellent verbal and written communication skills.
- Confident handling sensitive or challenging customer conversations.
- Ability to identify upsell opportunities and explain value clearly.
- Strong organisation and multitasking under pressure.
- Proficient in digital tools (e.g. CRM systems, Google Workspace).
Desirable:
- Additional training or qualifications in customer service or sales desirable but not essential.
- Experience in the utilities, telecoms, or subscription service sectors.
- Previous involvement in customer loyalty, account management, or retention teams.
- Exposure to working in fast-paced, scaling environments.
- Understanding of market trends or regulation within utilities.
- Familiarity with Trustpilot or online review systems.
- Basic data analysis or insight interpretation skills to support value-led conversations.
What we offer:
- A salary of £27,350.
- Competitive uncapped Commission opportunities.
- Enjoy 25 days of holiday.
- You get an extra day off for your birthday!
- Supported onboarding and training to fully engage you with your new team.
- Celebrate our collective success with quarterly social events that foster team unity.
- Access the Vitality Health package to prioritise your well-being.
- Enhanced Maternity, Adoption, and Paternity Pay - we understand the importance of family, and we're committed to supporting you.
- Enhanced sick pay with two weeks paid leave.
- 5 discretionary compassionate leave days (which would also cover e.g. a parent having to take a day off to care for a sick child).
- Opportunities to develop and evolve.
- Cycle to Work Scheme - enjoy the perks of a healthier commute and save on your journey.
- A stocked kitchen with breakfast cereals and pastries, a stash of snacks and the essentials. for making a quick and easy sandwich.
- 3 hours available to take each month to catch up on life's admin.
- A dog friendly office.
- A great culture.
If you require reasonable adjustments for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.
