Customer Support Specialist

1 month ago

Newmarket, United Kingdom Wonde Full time

**Customer Support Specialist | Evouchers**

**Reports to**: Head of Operations

**Location**: Hybrid - Newmarket - 2-days on-site - 2-days wfh

**Hours**: 32 hours across a 4-day week (no salary sacrifice)

**Salary**:£24,000 - £26,000

**Who we are and what is important to us**:
2.5 years ago Wonde launched its Evouchers platform, to date we have distributed 5.8 million vouchers to families, individuals and communities who need them most. Our voucher solution can be used for food, clothes, energy, white goods and more. We’re proud to be making a difference and will continue to proactively partner with public sector organisations to support meaningful initiatives.

Our journey in supporting people has only just begun and as we continue with our mission we’re looking for talented individuals who will nurture the same passion and commitment as our colleagues in making a difference.

**Job snapshot**:
As Customer Support Specialist, you’ll be an integral part of the team. Your main focus will be to support key customers such as local authorities, large groups and high-street retail brands.

You’ll communicate with customers via multiple communication channels although the main platform you’ll be using is our ticketing system, Zendesk.

As you’ll be joining a team and product that is in its infancy we’re looking for someone with a proactive approach with the ability to adapt to new ways of working.

**What you’ll be doing**:

- Build and strengthen relationships by providing top-class customer service
- Understand stakeholder's needs and provide the support that results in their success with Evouchers
- Acts as the first point of contact for any voucher queries
- Maintenance and management of the ticketing system (Zendesk)
- Support stakeholders and colleagues in a range of administrative duties
- Actively contribute to the development and continuous improvement of processes and how things get done
- Provide advice and guidance to colleagues to support wider business objectives in areas of expertise
- Collaborate with wider teams to support the success of customer experience and delivery

**Requirements**:
**What we’re hoping you’ll bring**:

- Previous experience in a proactive customer-facing role
- Previous experience supporting stakeholders throughout the customer lifecycle
- The ability to communicate with a diverse range of stakeholders, ensuring maximum customer growth in all areas
- The ability to support projects from conception through to delivery
- Natural in identifying and approaching new ideas
- Ability to prioritise workflow and ensure deadlines are met
- Ability to influence and learn in an ever-changing environment
- A strong 'can do’ mentality
- Excellent communication skills, both written and oral with a high degree of attention to detail
- Good attitude towards individual and team success

**Benefits**

**What you’ll get**:
Wonde is much more than just a place to work. It is a place to grow, innovate, excel and learn. We have tech people, creative people and people people, all focused on providing a superior customer experience.

We value, support and champion those we work with - promoting personal growth and happiness. We get that our success is dependent on the collective energy, intelligence and contributions of all our team members and we are committed to ensuring our work environment is the best it can be.

We value your commitment and have worked hard to create adaptable and comprehensive benefits packages to suit individual needs, although you can expect the below as standard:

- 4-day working week
- Flexible working schedule/work-from-home opportunities
- Onsite gym and well-being (quiet room) facilities
- Buying and selling holiday scheme
- Additional holiday for length of service
- Annual allowance for volunteering days
- Onsite trained mental health and well-being champions
- Monthly lunch club (on us)
- Comprehensive wellness programmes (think meditation retreats and continuous access to well-being apps/initiatives)
- Enhanced maternity, paternity, and adoption benefits
- Electric car scheme
- Cycle to Work Scheme
- Eye examination scheme
- Financial contribution to the set up of work-from-home environments
- Use of new and leading technology in the form of apple products
- Frequent company-funded social events
- Office closure between Christmas & New Year
- Access to continuous learning and development opportunities
- Comprehensive employee referral scheme
- Casual Dress Code

In addition to the above, you’ll have access to our ‘take your pick’ benefits scheme which is tailored specifically to you

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