Customer Support Specialist

Hellios Information; Oxford; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid working (2 days office, 3 days

25 days holiday per annum

Contributory pension scheme

Paid compassionate leave

Free car parking

Flexi Friday scheme

Refer a Friend scheme

Varied programme of social events

Job summary

Hellios Information is seeking a Customer Support Advisor for our Supplier Support team in Oxford. You will engage with suppliers during their registration journey, including outbound calls to explain benefits and assist with registrations and renewals.

You’ll log interactions in our CRM and deliver first-line support for enquiries and payments, while working toward personal targets in a hybrid office/remote setup.

Qualifications

• Education to degree level (or equivalent)
• Experience in a customer-facing, sales, account management or customer service environment
• Working knowledge of data management and data analysis
• Proven track record of meeting deadlines and targets
• Experience with inbound and high-volume outbound telephone contact

Responsibilities

• Build rapport and strong relationships with customers during onboarding
• Make outbound calls to explain benefits and support registration/renewals
• Log and maintain records of customer contact and outcomes in CRM
• Handle customer questions and objections with a consultative approach
• Follow up with customers to maximise engagement and retention
• Provide accurate information on online questionnaires and processes
• Act as first line support for IT and procedural issues
• Discuss subscription payments with new or renewing customers
• Contribute to team meetings to support improvements
• Work towards and exceed personal call/activity targets
• Collaborate with wider Operations team to achieve KPIs and processes

Skills

Customer-facing

Data analysis

Deadline-driven

Inbound/outbound calls

Attention to detail

Telesales experience

Education

Degree level (or equivalent)

Tools

Excel

MS Office

Job description

Open to Graduates

Job title:

Customer Support Advisor - Supplier Support

Location:

Kemp House, Chawley Park, Cumnor Hill, Oxford OX2 9PH

Reporting to:

Team Leader

Job summary:

To provide excellent customer service within our Supplier Support team, helping suppliers throughout their registration journey. The role involves a high level of proactive customer contact, including outbound calls to explain the benefits of our services, address questions and concerns, overcome barriers to registration and encourage suppliers to complete the process.

Key responsibilities

• Build rapport and strong relationships with customers by providing advice, guidance and support throughout the onboarding process
• Make outbounds calls per day to supplier customers to explain the benefits of the scheme; support first-time registration and assist with annual renewals.
• Accurately log and maintain records of customer contact, activity and outcomes on our CRM system
• Confidently handle customer questions, concerns and objections, using a consultative approach to explain the benefits and value of our services.
• Follow up with customers at appropriate stages of the onboarding and renewal journey to maximise engagement, completion and retention.
• Provide accurate and clear information to supplier customers, explaining the benefits and processes involved in completing an online questionnaire requested by our buyer customers
• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status
• Speaking with customers regarding payment of their subscription fee as a new or renewing customer
• Actively participate in team meetings, sharing information, ideas and feedback to support continuous improvement.
• Work consistently towards and exceed personal targets relating to call activity and customer engagement

General

• Work collaboratively as part of the wider Operations team to ensure overall KPIs and process deliverables are consistently achieved.
• Be proactive and take ownership of customer queries and opportunities through to resolution.
• Go the extra mile to deliver a first-class customer experience.
• Contribute to a positive and supportive team environment.
• Adapt to changing business requirements and processes as the organisation grows.

Key requirements

Knowledge and experience

• Previous experience in a customer-facing, sales, account management or customer service environment.
• Working knowledge of data management and data analysis
• Proven track record of working to deadlines and customer service, sales or conversion targets.
• Experience of inbound and high-volume outbound telephone contact.
• Ability to work in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
• Experience in telesales, customer retention, account management, lead generation or a similar target-driven environment would be advantageous.

Qualifications and skills

• Education to degree level (or equivalent)
• Excellent accuracy and attention to detail
• Strong organisational and time-management skills
• Intermediate or advanced knowledge of Excel.
• Good knowledge of other MS Office applications
• Confident, articulate and engaging telephone manner.
• Strong communication and interpersonal skills.
• Commercial awareness and a customer-focused approach.
• Commitment to provide excellent customer service at all times
• Resilience and motivation when working in a target driven environment.
• Flexible in approach

Salary and remuneration

This post will attract a competitive salary and our benefits include:

• Hybrid working (2 days office based, 3 days remote working)
• 25 days holiday per annum
• Contributory pension scheme
• Paid compassionate leave
• Free car parking
• Flexi Friday scheme
• Refer a Friend scheme (applicable to some posts)
• Varied programme of social events

Further information

The Operations team deliver our core business to the highest quality and through first class customer service. All postholders should be computer literate with a good working knowledge of MS Office especially Excel. Extensive training will be given on specific applications.

The postholder will be required to work Monday to Friday, 37.5 hours per week.

There may be opportunities for the postholder to progress their career to a Senior Customer Support Advisor or to look at specialist operational roles or a role in account management.

The Company’s policy on blended working currently requires the postholder to work a minimum of 2 days per week in the office and this policy may be reviewed from time to time.

The Company

Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue-chip companies and their suppliers. Hellios provides a streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and GDPR.

Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 160 employees and establishing offices across the UK, the US, Australia, The Netherlands, Spain, and Ireland. The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth.

At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele. To delve deeper into Hellios' core values shaping the culture embraced by our team, partners, and our customer-centric approach, please visit our website at Hellios.com.