Overview

We are seeking a Customer Engagement Executive to join us!

This role is for a support specialist to work with our customers to ensure they are confident and enthusiastic in getting the best out of our software, from getting the best start through to ensuring regular use of the service.

To be successful in this role, you must be able to demonstrate a passion for helping customers, understanding their needs and helping them achieve value from software. Accuracy and attention to detail, particularly in compliance with procedures.

This is a great opportunity for you to join a growing and investing product and customer centric business, with significant opportunity for you to share and grow your skillset.

 

Responsibilities

  • Take ownership for every new/existing customer and be the onboarding account manager, from the start to the completion of the onboarding process.  
  • Accurately record all set up stages and update status as they change to ensure all applications are tracked and logged.
  • Diary Management of a team of telephone trainers.
  • To keep accurate and up-to-date customer logs on internal database (CRM system).
  • Establish good relationships with customers and proactively encourage the use of our systems.
  • Monitor the school’s usage of our system and contact the schools where the usage has dropped or ceased to determine why and bring their usage back up.
  • To manage customers through their early life experience and engagement with the software.  
  • To systematically train and re-train schools on the system applications.
  • Provide assisted re-launch service for schools to increase parent adoption, where required.
  • To manage the schools until they start transacting.
  • Accurately record all customer engagements, capturing repeat issues, product suggestions etc. to drive overall improvement to the software.
  • To provide assistance to other departments as business needs, including data/admin activities where necessary.
  • Assist Customer Support Team Leader with various projects as the business develops.

 

Knowledge and Experience 

  • Experienced in customer service, with a background in training customers over the telephone.
  • Experience of payments software would be advantageous.
  • Demonstrable experience of engaging with and putting the customer first.
  • Skilled in encouraging and persuading customers to adopt technology.
  • Excellent verbal and written communication skills, with excellent telephone manner.
  • Disciplined management ability: caring about process, quality, setting and managing expectations.
  • Good planning & organising skills.
  • Ability to work under pressure in a fast pace and busy environment

 

Please note:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

Salary: Competitive plus Bonus and Benefits
Location: Peterborough

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