Customer Support Executive
We are in search of a Customer Support Executive who excels in interpersonal communication, demonstrates professionalism, and maintains a positive, proactive attitude. The ideal candidate will be friendly and approachable, capable of building strong relationships with customers. A dedication to continuous learning and development is essential, viewing each interaction as an opportunity for growth. This role is perfect for someone eager to enhance their skills and contribute to a dynamic team. As a Customer Support Executive, your ability to adapt, empathise, and solve problems will be crucial in delivering a seamless and enjoyable customer experience.
Key Responsibilities:
- Addressing customer inquiries and complaints via phone and email.
- Taking ownership of customer issues to ensure resolution.
- Identifying and implementing ways to improve service quality and efficiency.
- Keeping customers informed about progress and setting realistic expectations.
- Providing information and updates to our clients teams as needed (e.g., acting as the client's voice).
- Collaborating with colleagues to develop, share, and implement best practices.
About The Team:
This role is part of the Operations team at the client, which is central to our business. Our goal within Operations is to manage and enhance critical and regulated processes that enable the effective delivery of payment and treasury services for our clients. We ensure that our clients and third parties can make payments easily, effectively, and to the correct recipient.
The Operations team is divided into four areas:
- Payments
- FX, Liquidity & Funding
- Reconciliation
- Customer Support
Requirements:
- Experience in a customer-facing and operations role.
- Strong written and verbal communication skills.
- Confidence in communicating with people at all levels, both internal and external stakeholders.
- Ability to manage multiple tasks and coordinate with colleagues across the company.
- Accountability in resolving issues with a calm and logical approach, ensuring timely resolution while maintaining professionalism.
- Excellent attention to detail, particularly in understanding a client's situation.
- Comfort working in a FinTech, evolving, fast-paced environment with changing business and customer needs; viewing ambiguity as an opportunity to develop skills, refine processes, and make a difference in a growing business.
- Ability to manage customer requirements from start to finish.
- Experience with CRM/Customer support tools (e.g., Zendesk) is advantageous.
Benefits:
- 25 days of holiday per year + Bank Holidays
- Hybrid working arrangements
- Contributory pension scheme
- Enhanced parental leave
- Cycle to Work Scheme
- Private Medical Insurance
- Access to Oliva, our Mental Health Therapy partners
- Discounted gym membership
- Life Assurance for UK employees with Met Life
- Financial Coaching with Octopus Wealth
- 2 days of volunteering leave per year
- Sabbatical after 5 years of service
- Ongoing learning and development to support your career goals