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Overview

Our Client is a division of an award-winning Finance Sector group of companies based in Douglas. As the operation continues to grow, they now require a Customer Support Specialist to join and established team.

Role Profile

Support Specialists are multi-skilled individuals who strive to deliver excellent customer service to the company's clients. This role is suited to an individual who is commercially minded and passionate about adding value to the relationship between the company and its clients.

Core responsibilities will include:

• Act as first point of contact in order to resolve customer queries to ensure they have full confidence in the company's service and how they are supported by the company
• Develop and nurture customer relationships, liaising with them and their 3rd party agents, to ensure that they are paid correctly and on time
• Add value in understanding the pinch points and possible obstacles to ensuring the customer's payments are processed correctly, and work with their 3rd party agents to iron out these obstacles and minimise disruption in the payment process
• Over time, become a principal contact for the customer and prospect recommendations and referrals for new customers to join and enjoy the company's services
• Work to minimise customer attrition, with a key focus on retentions
• Processing and managing the on-boarding of new clients
• Liaise with agencies relating to contract arrangements and issuing agency packs
• Undertake Introduction and Courtesy Calls
• Manage all queries and requests raised by the customer in relation to any aspect of their service agreement and payment services
• Support the payroll team to ensure all remittances received are identified to ensure no information is missing
• Liaise with brokers and introducers, managing queries raised
• Chasetimesheets to maximise monthly billing
• Quality focus: undertake work with accuracy and of a standard to ensure the service provided is appropriate to the needs of both the customer and the business
• Support Change: respond to changing requirements positively and by continually striving to improve processes in order to achieve the business objectives
• Communicate (written and verbal) effectively with customers, introducers, agencies, and colleagues

Person Profile

You will ideally have an outgoing personality, with good written and verbal communication skills and be able to work across a number of systems to support the customer journey.

Qualifications & Experience:

• Previous experience working in a customer facing role
• Highly organised with high attention to detail essential
• Willingness to take ownership, solve problems, initiate activity and push to get things done
• Excellent communicator both written and verbal
• Friendly, enthusiastic and a good team member
• Excellent IT skills - Word, Excel, internet

Desirable:

• Experience within the contractor services industry highly desirable but not essential