Job Description

Reports to:

Customer Advocate Lead

Introduction to The 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.

Role Overview

As a Customer Advocate, you'll play a key role in resolving customer complaints with empathy and fairness. You'll manage your complaints from start to finish, ensuring customers feel heard and supported while achieving fair and timely outcomes in line with SLAs.



You'll identify recurring issues, share insights with your team and help improve our processes and communications to create better experiences for all customers.



To be successful in this role, you'll understand each customer's experience, approach challenges with fairness and clarity whilst providing outcomes that help rebuild trust and satisfaction.

Key Responsibilities

Complaints Handling & Resolution

Investigate and resolve customer complaints with fairness, clarity and empathy across all channels Communicate clearly and regularly with customers throughout the process. Work collaboratively with internal teams to gather information and reach fair outcomes Manage complaints end-to-end, ensuring compliance with regulatory requirements and internal SLAs Turn challenging experiences into positive resolutions by restoring customer trust

Root Cause Identification & Continuous Improvement

Identify and record common themes and trends across complaints Escalate insights and recurring issues to management to support process improvements Contribute ideas to improve customer communication, training or systems that reduce future complaints

Customer Assurance & Record Keeping

Ensure all complaints are tracked, accurate, complete, and compliant Support the business in maintaining fair and transparent complaint handling processes Provide clear updates to internal teams about complaint progress and outcomes

You're A Great Fit If You

Genuinely care about helping customers and making things right Listen closely and respond to acknowledge and with clarity and fairness Stay calm under pressure and handle multiple complaints confidently Notice patterns, share ideas and help make things better Can be curious, adaptable and eager to learn our business inside out

What Success Looks Like

Resolution Quality & Timeliness:

Complaints are handled within SLA and resolved fairly and empathetically

Customer Recovery:

Improvement in satisfaction from previously dissatisfied customers

Accuracy & Compliance:

Complaint records and communications meet regulatory and internal standards

Collaboration & Feedback:

Constructive insights shared with colleagues to improve overall customer experience




What we offer:


A salary of 28,000-30,000 gross (dependent on experience). 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. Individual development budget Celebrate our collective success with quarterly social events. Access the Vitality Health package to prioritise your well-being. Enjoy exclusive Vitality rewards, including free weekly coffees, discounted gym memberships, and a wide range of other great discounts! 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). Cycle to Work Scheme - enjoy the perks of a healthier commute and save on your journey. 3 hours 'breakout block' 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.