My client is looking for a hard-working, self-motivated Support Specialist to join their Customer Success Team based in St. Albans.
About you
You will have a drive and desire to want to learn and grow within a support & customer focused environment. You will have a willingness to want to understand both processes and products so you can fulfil the role at the best of your ability. You will be a great team player with excellent customer facing communication to ensure the most efficient and effective support is delivered to our Key Account customers.
All aspects of the role must be performed in line with the business's values to realise our vision by providing unrivalled customer experience and professional service to our clients. The position requires high levels of self-motivation, organisation and must be performed with integrity and dedication. In return we are committed to empowering and developing exceptional talent, maintaining our friendly and supportive environment to ensure we get it right first time every time.
About the role
The role is customers facing within our operational function with the responsibility of managing and supporting the day to day communication of our account customers. This includes managing and maintaining various different supplier portals to ensure our Key Accounts remain compliant and we deliver unrivalled customer experience.
Client Relationship Support:
Serve as the main point of contact for our key account customers developing and maintaining strong relationships with key personnel. Working alongside the sales account management team to ensure we deliver unrivalled customer experience.
Email & Telephone Support:
Supporting the wider team to ensure all email & telephone calls (internal & external) are replied to and answered within a certain time period to meet our KPI's. This is to ensure all customers receive the best possible service.
Coordination:
Working with the wider Customer Success Team to coordinate our engineering team to ensure timely and efficient scheduling of required works meeting our industry set guidelines on response times and internal KPI's.
Administration:
Meeting our KPI's for the day-to-day administrative tasks required for the role including, reviewing, actioning, closing down & invoicing of job sheets.
External Systems Management:
Learning, understanding and becoming a "master" of our Key Account customers third party software's used to manage their compliance. This includes reviewing daily to see new jobs raised, updating schedules, responding to messages, uploading jobs sheets. The key third party systems are Fixflow, Dwellant, Pronett & Service Channel.
Internal Systems Management:
Learning and understand of our internal CRM system, Simpro, to ensure you are able to successfully fulfil all functions of this role.
Benefits
- 9 day working fortnight
- Continuous professional development
- Wellness & Employee Assistance Programme (EAP)
- YuLife- The #1 rated benefits programme
- Death in service insurance
- Salary sacrifice pension scheme
- Quarterly one-to-one check-ins with your line manager
- 25 days' holiday, plus Bank Holidays, increasing to 35 days (1 day extra per annum to 30 days and a further 5 days after 10 years)
- A company culture that promotes work life balance
- Access to mental health care support
- Team member of the month recognising outstanding contribution
- Annual company day to share successes and strategic plan