Customer Implementation Consultant

Epos Now Group; Norwich; On-site; GBP 21,000 - 32,000; Full time

Job summary

Epos Now Group in the United Kingdom is seeking a proactive customer support professional to join our service team. You will be the first point of contact for customers seeking a tech-led solution, handling onboarding and resolving queries quickly.

You’ll manage calls, emails, and web chats, escalate where needed, and contribute to building long-term customer relationships while maintaining high service standards and accurate data records.

Qualifications

• Independent and determined to succeed (essential).
• Great attention to detail in diary management and data entry (essential).
• Empathetic and calm when dealing with challenging customers (essential).

Responsibilities

• Deliver onboarding training for new customers.
• Take inbound calls, webchats and tickets.
• Provide service by phone, email, webchat and online support.
• Record customer data accurately and escalate when needed.
• Conduct remote troubleshooting and training sessions.
• Develop knowledge of all products and services.
• Identify growth opportunities with a soft sales approach.

Skills

Driven and proactive

Organised

Resilient

Personable

Tech-literate

Job description

After a period of sustained international growth, we are looking to strengthen our service department to support a growing customer base. Driving an inclusive company culture, we work closely with employees on their own personal development plans, aligning personal and business goals for shared success.

About the role:

A positive and confident communicator, with an excellent telephone manner, you will be the first interaction for many prospective customers looking for a tech‑led solution to their challenges. As a member of the customer support team, you will play a key role in handling customer support calls to onboard new customers and resolve any queries timely and efficiently.

Responsibilities:

• Deliver training for new customers as part of their onboarding process
• Take inbound customer support calls, answer webchats and tickets
• Provide excellent customer service by phone, email, webchat and online user support
• Where appropriate, escalation and accurately record customer data
• Conduct remote trouble‑shooting and training sessions with clients
• Develop and maintain an in‑depth knowledge on all products and services
• Working to call time and upselling targets, using a “soft sales” approach to proactively identify growth opportunities and attend to customer needs

Requirements:

The best candidate for this role would be;

• Driven and proactive - Can work independently and is determined to succeed (essential)
• Organised - Manage diary, phone and update systems with great attention to detail (essential)Resilient - Can bounce back from challenging customers, remaining calm and professional while dealing with volume calls (essential)Personable - Able to keep calm and show empathy for customers (essential)

Tech‑literate and knowledgeable - Have a basic understanding of Android, iOS and Windows Operating Systems, a basic knowledge or experience in using Google Suite, and an awareness of customer CRM systems and data input (preferred, not essential)