Customer Support Consultant
3 days ago
We are currently recruiting a **Customer Support Consultant** to join the Customer Success team.
Working within a dynamic team you'll be responsible for delivering excellent customer support across the full range of Defaqto’s software solutions to all internal and external customers, ensuring all software and data issues are recorded, investigated, resolved and communicated in a professional manner within agreed timelines.
The role is based in our Haddenham office where we operate a hybrid working model providing a balance of home and office working.
**What you'll be doing**
- Develop and maintain in-depth knowledge of all Defaqto’s products/services and how clients use them
- Obtain and evaluate all relevant information from the customer in order to fully understand each customer’s problems and concerns
- Prioritise and manage issues effectively, adhering to Best Practice Guidelines.
- Investigate issues in liaison with relevant internal teams, including Application Support, IT Development, Research and Insight
- View XML or CSV files to identify missing data or data errors to help resolve customer queries
- Assist customers to understand how to use our software and how to interpret our data. Recommending training where appropriate
- Record all reported issues in CRM system and ensure progress is logged appropriately in internal support ticketing system
- Collaborate effectively as a team to ensure effective handover of issues between team members
- Advise internal and external customers of relevant software updates, outages and changes; and relevant data developments
- Work with relevant departments to identify process changes to prevent reoccurrence of issues
- Configure Defaqto Compare software in line with Client requirements
- Set up and configure data extracts for customers
- Participate in the testing of new software releases and patch fixes
- Maintain and update process documents
- Provide assistance to the Contracts & Licensing team when required
**What you need to succeed**
- At least five A to C grade GCSEs or equivalent, including Maths and English
- High level of working knowledge of operating systems such as Windows and/or OSX, web browsers such as IE, Edge, Chrome, Safari, etc. and basic website functionality
- An interest in, and willingness to learn about, the financial services industry and financial products
- Excellent customer support skills, combining customer service with technical support
- Good written and verbal communication skills, including an excellent telephone manner and confident outbound calling skills
- Good interpersonal skills, including strong team working skills
- Ability to perform tasks in a structured well thought-out manner, plus good problem solving skills
- Capable of quickly learning new software and explaining it to others
- Strong administration and organisational skills, with the ability to plan and prioritise work to meet deadlines
- Capable of developing in-depth understanding of an industry or sector
- Collaborative problem solving, involving liaison with other internal departments
- Using a ticketing system to log, document and manage cases
- Positive and proactive, uses initiative and takes responsibility - prepared to go the extra mile to deliver optimal results
- Inquisitive and innovative - thinks creatively to find solutions
- Flexible, ‘can do’ approach with a positive response to change
- Committed to working within established processes and guidelines
- Target oriented, self-motivated and aspirational with a strong drive for results
**Nice to have**
- Degree educated, or able to demonstrate equivalent intellectual ability
- ITIL Certified
- Relevant financial services qualifications (e.g. Certificate in Financial Services)
- Good understanding of the UK financial services industry
- Good working knowledge of financial products (particularly pension, investment and protection products)
- Awareness of Defaqto and its products and services - and other software used by financial advisers
- Good level of numeracy, with the ability to analyse and interpret data in MS Excel
- Providing support to business customers
- Working within the financial services industry, particularly with financial advisers
- Using remote access software
**What we offer you**
- Happy to talk flexible working
- A comprehensive package of insurances bringing peace of mind for you and your loved ones including Life assurance, critical illness, private medical and dental insurance
- Pension with up to 10% Defaqto contribution
- 25 days holiday per year ️ with the option to purchase up to an additional week
- Medical cash plan
- Defaqto FitPlan - a contribution to gym or sports club membership fees or fitness equipment
- Access to a wide range of wellbeing support including EAP, mindful meditation sessions and on-site massages
- A range of ‘flexible’ benefits which can be selected via our benefits platform
Including Cycle to Work
- Regular social, sports and c
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