Overview
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary
Customer Service Executive - Original Working in a high-volume target driven environment, to contribute to supplier retention through assessing and verifying supplier submissions in a timely and accurate manner, resolving issues and rejections in a pro-active way. To take ownership and deliver outstanding levels of front-line customer service and technical support when dealing with customer enquiries received through a variety of channels (phones, emails and Live chat) by providing highly knowledgeable and solution-orientated customer focused support.
Job Responsibilities
- To accurately assess and verify documents submitted by suppliers, based on set-criteria and in-line with the agreed processes, providing support and guidance to our suppliers throughout the process.
- To support customers in an efficient and timely manner with their general queries on submissions either by requesting data updates, providing further information and resolving issues, escalating where applicable.
- To help customers troubleshoot issues they encounter while using our platforms and provide actionable solutions to resolve their problems across the different channels we support via assessment feedback, calls, email and Live Chat (where applicable).
- To take ownership of a customer’s query and provide resolution on first contact where possible, or to follow up with customer to ensure full resolution of issue.
- To provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is provided.
- To ensure an outstanding level of quality and customer service is achieved when speaking to customers via all communication channels in line with our policies and quality review targets.
- To work within the KPIs set and self-manage personal performance against business and personal targets set.
- To meet regularly with their team-lead to give feedback and help improve the customer support culture, response times and tools to improve our internal and external experience.
- To support the Team Leaders and wider Team Members with a positive attitude and willingness to achieve a high standard of working practice.
- To support new starters with training and mentoring where requested.
- To work closely with other teams across the business, and support when required, to ensure a positive customer experience.
Knowledge, Skills, Experience and Qualifications
- Minimum 1-2 years’ experience in a busy office administration/analytical data/ technical support type role working across different systems, with the ability to learn and understand new systems quickly.
- A customer-centric approach with strong listening, questioning and problem-solving skills.
- Attention to detail with good administrative, technical and organisational skills, ability to prioritise.
- Ability to work under pressure in a fast-paced environment and to multi-task across the different channels.
- Positive, self-driven and results orientated whilst working well as part of a team.
- A passion for technology and accurate, high quality data processing.
Desirable
- A background or industry experience in one or more of the following sectors: Insurance, Finance/Accounting, Environmental and Quality Assurance.
What we offer
- Wellness fund or Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- 25 days holiday plus 8 Bank Holidays
- Ongoing continual professional development (CPD)
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea, Coffee and fruit every week – Basingstoke office
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