Customer Success Specialist

Benefits

• Excellent Basic Salary of £26,000
• Competitive Commission structure
• Our offices are minutes away from all public transport links and on-site parking.
• In depth Training and Development with the opportunity to progress your career
• Incredible events and incentives including half yearly 5-star events, and the chance to go to Portugal.
• 40-hour week with shifts between Mon – Fri 8am – 7pm, Saturdays 8-6pm

• Must have passed your probation within your current role.
• Must be achieving target on your monthly KPI’s.
• Must not have had any disciplinaries or have an ongoing HR issues.
• Must be Tier 2 trained.
• Enthusiastic and committed to deliver a high level of Customer Service.
• Ability to manage own time and the ability to adapt quickly to processes.
• Must have a positive can-do attitude, be punctual and dependable.
• Ability to manage your own time.
• Ability to manage multiple work streams.
• Ability to remain calm and professional in a pressurised call centre environment.
• Be adaptable and flexible as plans can suddenly change depending on department needs.

• Completing call quality on specific agents alongside feedback and coaching.
• Supporting our new starters on the graduation bay via live listening and floor walking.
• NPS detractors and customers complaint to-dos to be owned and actioned by you.
• Work, delegate, and allocate out the CSM to-do pot between the managers, yourself and agents.
• Responsible for the management of the breaks and lunch rota to ensure it runs on time and has minimal impact on service level.
• In the absence of the learning and development manager you may be asked to deliver certain elements of the customer success induction training.
• In the absence of the learning and development manager you may be asked run the new starter graduation bay which will include delivering certain aspects of the customer success induction training.
• Weekend cover (Rota will be done in advance and this will only be 1 day out of a weekend. You will then be given a rest day within the week leading up to it)
• Reporting trends / root cause and potential process improvements to your manager each month which should reduce call volumes or enhance our customers journey with take payments.
• You will continue to take calls to support the department, this will be 70% of your working day (depending what work streams you have been allocated)
• Support the Customer Success Team with increasing their earnings through having meaningful conversations with customers that result in referrals for new businesses, business funding, websites and additional products.
• Support on the manager escalation line by taking customer calls with an aim to prevent a complaint and resolve their issue first time.