Customer Solutions Specialist

BrightHR; Manchester; On-site; GBP 25,200 - 30,800; Full time

Benefits offered by this job

Enhanced holidays

Private health care

Pension scheme 5% after 5 years

Free fruit

On-site gym

Employee discounts

Cycle 2 Work scheme

Health Shield access

Job summary

BrightHR in Manchester is seeking a Customer Solutions Specialist to provide proactive care to at-risk clients, resolve issues, and promote product usage. You will capture issues in Salesforce, track root causes, and help protect client relationships through excellent service.

The role requires strong customer service experience, soft sales skills, and the ability to communicate with users of varying technical ability in a fast-paced environment.

Qualifications

• Customer service experience is essential.
• Soft sales skills, including handling objections and making recommendations.
• Excellent listening skills and ability to communicate with clients of varying technical ability.
• Ability to work in a fast-paced environment.
• Able to adapt to change.
• Must be able to communicate product knowledge.

Responsibilities

• Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised.
• Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced.
• Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk.
• Identify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usage.
• Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice.
• Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users.

Skills

Customer service

Soft sales

Active listening

Communication

Adaptability

Technical aptitude

Tools

Salesforce

Job description

Salary: Salary up to £28,000 • Location: ManchesterCustomer Solutions SpecialistSalary up to £28,000LocationManchesterPurposeIn a fast paced, global business, provide a super-duper service to new and existing clients through critical care support, by identifying “at risk” accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increase engagement and retention rates and improve client sentiment and online reputation. Contribute to the business’s Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.Reports toHead of Retention & Customer Solutions UKIDay-to-day responsibilities include but are not limited to the below:Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raisedRecord accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be producedTake ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any riskIdentify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usageProvide feedback to sales and service agents, to help improve efficiencies, processes and promote best practiceHelp to improve client sentiment and online reputation by pro-actively contacting dissatisfied usersKey requirements Required skills and experienceCustomer service experience is essentialThe ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needsMust have excellent listening skills and be able to communicate with clients and users of varying technical abilityThe ability to work in a fast paced environmentAble to adapt to changeCan take responsibility of own product knowledgeAble to communicate at different levels throughout the businessBrightHR BenefitsEnhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)Private health care cover after 5 years’ serviceNew business referral schemeAccess to Health ShieldAccess to the EAP serviceRefer a friend schemePaid birthday leavePension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ serviceGroup life insuranceEye care contributionFree fruit (office-based staff)Travel Season Ticket loan schemeMilestone recognitionDiscounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home ImprovementsPace health Club (situated in the park Inn) discounted gym membership and spa treatmentsPark Inn 20% food and drink discountNew Century 20% food and drink discountRevolution De Cuba 20% food and drink discountCycle 2 Work scheme* after probationary periodOn site GymBright Exchange perksValues & BehavioursLiving the company values of We care, We take action, we innovate, we inform, and we do the right thingWe lead by example and recognise those living our valuesWe drive the narrative by inspiring and engaging our teamWe collaborate with rigor and embrace diversity of thoughtWe deliver with a united voiceWe take ownership by staying close to team performance by Super Coaching and Walking the WalkWe keep our approach simple and stick to the playbook to deliver on promiseWe think critically and commercially, assess the situation before jumping to the solutionWe are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart.We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally.We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics