Client Services Executive

Tillo Inc; Brighton; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

A leading company in rewards and incentives seeks a Client Services Executive in Brighton. This role involves delivering outstanding client experiences, managing operational tasks, and collaborating with internal teams to improve service. The ideal candidate will have strong relationship-building skills and experience in technical support. Enjoy a hybrid working model with benefits like enhanced annual leave and private medical care.

Benefits

Enhanced annual leave of 26 days

Private medical care through Vitality

Employee incentive schemes

Top-quality equipment like laptops and monitors

Anniversary gifts

Monthly social events

Learning & development budget

Qualifications

• Experience providing technical support.
• Strong relationship-building skills.
• Excellent written and verbal communication skills.

Responsibilities

• Providing excellent customer service at every stage of the customer journey.
• Liaising between internal departments to resolve customer issues.
• Reporting on recurring issues and working with the Account Management team.

Skills

Relationship Building

Problem Solving

Communication

Technical Support

Organization

Tools

Jira

Hubspot

Zendesk

CRM

Job description

Client Services Executive

Department: Operations

Employment Type: Permanent

Location: Brighton

Reporting To: Service Delivery Manager

Compensation: £26,900 - £31,900 / year

Description

• Who we’re looking for: We're seeking a proactive, solutions-driven individual who thrives in a fast-paced environment and is passionate about delivering outstanding client experiences.
• The challenge: As a rapidly growing business, things move quickly, and so must we. The role involves managing time-sensitive operational tasks while staying ahead of evolving client needs.
• Where you’ll work: This role is based in our Hove office 2 days a week.

The Tillo Difference

We're in the business of rewards and incentives, understanding the importance of giving back. We value growth—both as a company and individuals—and are committed to providing a workplace where passionate, driven individuals can thrive. We foster collaboration, trust, positivity, and a willingness to learn, believing that teamwork is essential to reaching our goals.

We’re the UK market leader and are active in markets including the USA, Europe, Australia, and India.

Day-to-day responsibilities

You’ll be the voice of our customer, ensuring best-in-class service delivery and communicating client feedback and requirements to internal teams for collaborative project planning and service improvement.

Main duties and areas of responsibility:

• Providing excellent customer service at every stage of the customer journey.
• Handling customer redemption queries and requests, taking responsibility for actioning or escalating as needed.
• Liaising between internal departments to resolve customer issues.
• Reporting on recurring issues and working with the Account Management team and suppliers to improve our service.
• Creating helpful content for customers, such as retailer-specific guides and collateral.
• Maintaining supplier documentation to ensure contact details and escalation procedures are up to date.
• Collaborating with our Engineering team to assess impact, maintain our Status Page during incidents, and escalate to suppliers to expedite resolutions.

Who we’re looking for

Essential:

• Strong relationship-building skills, capable of liaising at all levels internally and externally.
• Experience providing technical support.
• A keen problem solver, able to work efficiently in a fast-paced environment.
• Excellent written and verbal communication skills.
• Curiosity about the company and industry.
• Knowledge of systems/applications such as Jira, Hubspot/Zendesk, CRM.
• Highly organized, able to prioritize tasks and meet conflicting deadlines while maintaining SLA and KPI standards.
• Proactive ownership of tasks and initiative in finding resolutions.
• Commitment to maintaining accurate information across systems and reviewing configurations for completeness.

Desirable:

• Experience in SaaS delivery.
• Project management skills.
• Account management or commercial experience.
• Presentation skills for internal and external audiences.

Benefits

We trust and empower our team with flexibility and autonomy. Our hybrid working model allows team members to collaborate in our Hove office or work independently. We value innovation, work/life balance, and a supportive environment, offering benefits such as:

• Enhanced annual leave of 26 days.
• Private medical care through Vitality.
• Employee incentive schemes, including store discounts and gift cards.
• Top-quality equipment like laptops and monitors.
• Anniversary gifts, monthly social events, and a learning & development budget.