Customer Support Associate

Fintel; England; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Structured training and onboarding

Clear progression opportunities

Exposure to fintech and financial ser­

Job summary

SimplyBiz PLC is seeking a Customer Support Associate in a hybrid role based in Haddenham. You will support customers primarily by telephone, guiding them through our adviser-focused software and resolving a mix of simple and complex queries.

Key responsibilities include handling high volumes of inbound calls and emails, triaging issues, and logging cases in CRM. Training will be provided, with opportunities to contribute to knowledge resources and occasionally deliver product training.

Qualifications

• Educated to A-Level standard or equivalent.
• A degree is beneficial but not essential.
• Experience in a customer-facing role is advantageous.

Responsibilities

• Act as first point of contact for customers, handling a high volume of inbound calls and emails to resolution.
• Triage incoming queries, assess issues and prioritise appropriately.
• Follow up with advisers and liaise with internal teams to resolve complex cases.
• Log and manage cases in CRM and ticketing system; deliver a high standard of service.
• Build and expand knowledge of Defaqto's software platforms and products.
• Deliver occasional training as you become more familiar with products.

Skills

Verbal and written communication

IT literacy

Problem-solving

Organisational skills

Self-motivation

Team player

Empathy

Adaptability

Education

A-Levels or equivalent

Degree beneficial

Tools

Microsoft Teams

Microsoft Dynamics CRM

Ticketing system

Job description

Customer Support Associate

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Haddenham

Reporting To: Head of Customer Support

Description

Kickstart your career in Customer Success with a leading fintech brand!

Role Overview

In this role, you'll support customers, mainly by telephone, to use a range of our financial adviser-focused software products.

This is a varied role spanning case management, task-based work, and a high volume of inbound calls and emails. You'll help customers with everything from straightforward queries such s password reset to more complex issues, so strong organisation, problem-solving and communication skills are essential.

This is an exciting opportunity for someone who is comfortable with technology, enjoys helping others, and is keen to develop a career within Customer Success.

Key Responsibilities

Customer Support & Case Ownership

• Act as a first point of contact for customers, handling a high volume of inbound calls and emails - taking ownership through to resolution
• Triage incoming queries, accurately assessing each issue and prioritising it appropriately
• Follow up with financial advisers and liaise with internal teams to investigate and resolve more complex cases, keeping everybody updated
• Log and manage cases accurately in our CRM (Microsoft Dynamics) and ticketing system
• Deliver a great customer service experience on every interaction

Product Knowledge & Documentation

• Build and continually expand your knowledge of Defaqto's software platforms and products
• Write and maintain clear support documentation and internal knowledge resources
• When you're more familiar with our products and settled in your role, you may deliver occasional training to help customers get the best from our software

Customer Success Collaboration

• Work closely with colleagues and advisers, using Teams to keep cases moving and resolve issues
• Identify recurring customer issues or feature requests and raise them with the relevant teams
• Support team initiatives that improve the customer experience

Skills, Knowledge and Expertise

Qualifications

• Educated to A-Level standard or equivalent. A degree is beneficial but not essential

Knowledge:

• Strong IT literacy with the ability to pick up new systems and tools quickly
• Understanding of customer service principles and best practices
• Familiarity with online meeting and presentation tools (e.g. Microsoft Teams)

Skills

• Excellent verbal and written communication skills
• Strong organisational and time-management abilities
• High level of IT literacy and ability to learn new systems quickly
• Problem-solving mindset with attention to detail

Experience:

• Experience in a customer-facing role (e.g. customer service, support, or training) is advantageous
• Confident and professional telephone manner
• Experience delivering presentations or demonstrations (formal or informal) is helpful
• No prior software training experience required – full on-the-job training will be provided

Approach to work:

• Self-motivated and proactive with a "can-do" attitude
• Eager to learn and develop new skills
• Collaborative team player who enjoys helping others succeed
• Adaptable and comfortable in a fast-paced, changing environment
• Customer-focused and empathetic in every interaction

What's in it for you?

• Hybrid working (at least twice a week in the office)
• Monday to Friday working pattern
• Structured training and onboarding
• Opportunity to join a well recognised fintech and financial services brand
• Clear progression opportunities across Defaqto and the wider Fintel Group
• Exposure to technology, customer support and financial services