Once For All is a high‑growth, cloud‑based SaaS subscription business. Our technology helps customers manage supply chain governance, risk management and compliance across public and private sectors, serving over 250k customers in the UK across 20 sectors such as construction, transport, retail, hospitality, education, facilities, 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 by assessing and verifying supplier submissions in a timely and accurate manner, resolving issues and rejections proactively. Provide outstanding front‑line customer service and technical support via phone, email and live chat, delivering knowledgeable, solution‑oriented support.
Job Responsibilities
- Accurately assess and verify documents submitted by suppliers based on set criteria and agreed processes, providing support and guidance to suppliers throughout the process.
- Support customers efficiently with general queries on submissions, either by requesting data updates, providing further information and resolving issues, escalating where applicable.
- Help customers troubleshoot issues they encounter while using our platforms, providing actionable solutions across the different channels we support via assessment feedback, calls, email and live chat (where applicable).
- Take ownership of a customer’s query and provide resolution on first contact where possible, or follow up with the customer to ensure full resolution of the issue.
- Provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is provided.
- 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.
- Work within the KPIs set and self‑manage personal performance against business and personal targets.
- Meet regularly with the team‑lead to give feedback and help improve the customer support culture, response times and tools to improve our internal and external experience.
- Support the Team Leaders and wider Team Members with a positive attitude and willingness to achieve a high standard of working practice.
- Support new starters with training and mentoring when requested.
- 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 or technical support 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‑oriented while 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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