Customer Support and Verification Executive

Once For All; Basingstoke; On-site; GBP 24,000 - 30,000; Full time

Job summary

A growing tech company in Basingstoke seeks a Customer Support Specialist to ensure supplier retention and deliver outstanding customer service. The role involves verifying documents, making outbound calls, and troubleshooting issues across various channels. Ideal candidates have 1-2 years of experience in a similar role and strong problem-solving skills. This position offers benefits including a wellness fund, private medical insurance, and 25 days of holiday.

Benefits

Wellness fund or Private Medical Insurance

Pension

Life Assurance x 3

25 days holiday plus 8 Bank Holidays

Ongoing professional development

Holiday purchase Scheme

1 paid and 1 unpaid volunteering day

Employee Assistance Programme

Team and company events

Specsavers eye care voucher

Free Tea, Coffee and fruit every week

Qualifications

• Minimum 1-2 years’ experience in a busy office administration or technical support.
• Ability to work under pressure and multi-task across different channels.
• Positive, self-driven and results-oriented.

Responsibilities

• Accurately verify documents submitted by suppliers.
• Make outbound calls to support customers with submissions.
• Help customers troubleshoot issues and provide solutions.
• Take ownership of customer queries for resolution.
• Ensure outstanding service quality and customer satisfaction.

Skills

Customer-centric approach

Strong listening skills

Problem-solving skills

Attention to detail

Organizational skills

Job description

Role Summary

Working in a high-volume target driven environment, to contribute to supplier retention through verifying supplier submissions in a timely and accurate manner, resolving issues and rejections in a pro-active way.

To take ownership and deliver outstanding levels of customer service and technical support when dealing with customer enquiries received through a variety of channels (phones, emails and chat) by providing highly knowledgeable and solution-orientated support.

Job Responsibilities

• To accurately verify documents submitted by suppliers, based on set-criteria and in-line with the agreed processes, providing support and guidance throughout the process.
• To make outbound calls in an efficient and timely manner to support customers with their submissions either by requesting data updates, providing further information, or resolving issues, escalating where applicable.
• To help customers troubleshoot issues they encounter while using our platforms and provide actionable solutions to resolve their problems across the different channels we support.
• To take ownership of a customer’s query and provide resolution on first contact where possible, or to follow up with customer to ensure full resolution of issue.
• To provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is provided.
• To ensure an outstanding level of quality and customer service is achieved when speaking to customers via all communication channels in line with our policies.
• To work within the KPIs set and self-manage personal performance against business and personal targets set.
• To meet regularly with their team-lead to give feedback and help improve the customer support culture, response times and tools to improve our internal and external experience.
• To support the Team Leaders and Team Members with a positive attitude and willingness to achieve a high standard of working practice.
• To support new starters with training and mentoring where requested.
• To work closely with other teams, 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/technical support type 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 and organisational skills, ability to prioritise.
• Ability to work under pressure and to multi-task across the different channels.
• Positive, self-driven and results orientated whilst working well as part of a team.
• A passion for technology.

What we offer

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• 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