Customer support Consultant

Epos Now Group; Norwich; On-site; GBP 25,000 - 27,000; Full time

Job summary

A leading fintech company in Norwich is seeking a Customer Support Consultant. You will assist new customers, manage queries via phone, email, and web chat, and be rewarded with bonuses based on your performance. Ideal candidates should be proactive, organized, and empathetic, with strong communication skills. The role offers great benefits including career progression opportunities, a company pension, and wellness programs, along with a dynamic and inclusive work environment.

Benefits

Career progression opportunities

Company pension

Health & wellbeing programme

Employee discount

Free parking

Qualifications

• Must have a proactive attitude and be driven to succeed.
• Excellent communication skills across all mediums are essential.
• Experience in hospitality, retail, or contact center work is desirable.

Responsibilities

• Handle customer queries via telephone calls, email, and web chat.
• Achieve targets for revenue and customer satisfaction.
• Accurately record information in the CRM.

Skills

Proactiveness

Excellent communication

Organisation

Resilience

Empathy

Tools

Google Suite

Job description

Pay

£25,396.00-£27,000.00 per year

Job title

Customer Support Consultant

Location

Norwich

Company

Epos Now

Salary

Starting at £25,396 with uncapped commission.

About the job

As a customer support consultant, you will be helping new customers with post‑set up care. You will be handling customer queries by phone, email and web chat, delivering outstanding customer experience at every interaction. We are looking for confident communicators who have a friendly attitude, ready to hit their revenue and customer satisfaction targets.

To ensure staff coverage to help all our customers across different countries (including USA), we have a rotating shift pattern for this role (which changes weekly), and you will be working from our Norwich office. The hours for these two shift patterns are 8.45am to 5.45pm, and 10am to 7pm, and you will be required to work one in every four Saturdays, and one in every eight Sundays.

What will you do?

• Handle customer queries via telephone calls, email and web chat.
• Achieve your targets for revenue and customer satisfaction.
• Nurture meaningful customer relationships.
• Accurately record all information in the CRM.
• Deliver exceptional customer service!

What do you get in return?

• Additional bonuses based on KPI's
• Career progression opportunities - our philosophy is to promote internally.
• Company bonus scheme.
• Exclusive retail, restaurants and travel discounts.
• Collaborative company culture with regular team building events.
• Company pension.
• 20 days annual leave (increasing a day each year), plus bank holidays.

What do you need to apply?

• Be proactive - you must be driven to succeed and hit your targets!(Essential)
• Great organisation and attention to detail to manage your phone, diary and data systems.(Essential)
• Excellent communication skills across all mediums.(Essential)
• Resilience to bounce back from unhappy customers.(Essential)
• Empathy for customers and the ability to remain calm and professional.(Essential)

What would make your application stand out

• Have a good understanding of tech (Android, iOS, Windows) and experience using Google Suite.(Desirable)
• At least 1 year’s experience in hospitality, retail or contact centre work.(Desirable)

Why EposNow…

Epos Now is a market‑leading fintech business with an international presence (71 countries and counting!). As a cloud‑based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. In fact, our company mission is to make commerce accessible to everyone.

We proudly deliver a top customer service experience to our customers across the world, with offices in the UK, USA and Australia.

Every Epos Now employee is supported with a personalised progression plan, and we are quickly expanding our customer service teams to support future growth - it’s an exciting time to join us!

What are the next steps?

Interviews for this role are starting immediately.

Successful candidates will have a short screening call with our recruitment partner, RecruitmentJunky, before being invited for a face‑to‑face interview with a hiring manager at our Norwich office.

Ready to begin your career with us?

Apply now and submit your application online.

We care deeply about being inclusive. We encourage applications from people with diverse backgrounds and experiences.

Job Types

Full‑time, Permanent

Benefits

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On‑site parking
• Referral programme
• Sick pay

Experience

• Customer Service: 1 year (required)

Work authorisation

• United Kingdom (required)

Work Location

In person