Customer Advocate - Tier1 (3871)

GBG; Chester; On-site; GBP 20,000 - 28,000; Full time

Job summary

A dynamic technology firm is looking for a Customer Advocate to join their Customer Support Team in Chester. The successful candidate will handle Tier 1 queries, ensuring prompt and professional resolutions while also supporting service issues on a rotational on-call basis. Ideal applicants should possess prior customer support experience, excellent communication skills, and a problem-solving mindset. This role is a great opportunity for those looking to contribute to a mission of enabling safe digital lives while working in a diverse and inclusive environment.

Qualifications

• Previous customer support experience in a technology company or relevant qualification.
• Logical problem-solving approach.
• Ability to communicate confidently, both in writing and verbally.

Responsibilities

• Provide exceptional customer service via email, phone, and chat.
• Log, investigate, and resolve various customer queries.
• Follow escalation procedures to Tier 2 as needed.

Skills

Customer focus

Communication

Problem-solving

Record keeping

Organizational skills

Education

IT/computing qualification or customer support experience

Job description

About GBG

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

Customer Support

The Customer Support Team is responsible for helping GBG’s customers use our products. The Team takes pride in supporting GBG’s Vision through the provision of excellent customer service.

Customer Advocate

The role reports to the Customer Support Manager. As the first point of contact for all customers, you will be responsible for ensuring Tier 1-level queries are resolved quickly, thoroughly, and professionally. Where queries fall outside of Tier 1's remit, you will be required to escalate them as appropriate to Tier 2 support.

What you will do

• Provide excellent customer service - log, investigate and resolve queries across our product suite in Identity and Location via email, phone, and chat.
• Queries will include administrative issues, service issues, billing queries, and simple user knowledge queries.
• Follow internal procedures, including escalation procedures to Tier 2 as appropriate.
• Meet our targets to ensure we continue to deliver excellent support.

Skills we’re looking for

• Previous customer support experience in a technology company or an IT/computing qualification with customer-facing experience outside of technology (e.g. retail)
• Logical problem-solving approach
• Customer focus and excellent communication
• Accurate record keeping
• Communicates confidently and effectively with customers and colleagues alike, both written and verbal
• Organized and able to work independently. Delivers results for customers.

Additionally, as the role includes supporting service issues, there is a requirement for on-call support on a rota basis. This will include evenings, weekends, and public holidays.

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [e-mail] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.

Unleash your potential and be part of our mission to power safe and rewarding digital lives.