Senior Customer Support Specialist

3 weeks ago

Manchester, United Kingdom Raisin Full time
About the Role

We are seeking an experienced Senior Customer Support Specialist to join our team at Raisin, a dynamic fintech company pioneering open banking in the savings and investments space.

This is an exciting opportunity to take your career to the next level as a customer support professional, working with a forward-thinking team that prioritizes delivering exceptional customer experiences.

You will be responsible for handling complex customer queries, providing prompt and professional responses, and ensuring seamless stakeholder management.

Key Responsibilities
  1. Full onboarding to gain a deep understanding of Raisin's processes, rules, and regulations for handling basic tickets and calls.
  2. Owning B2B and B2C customer queries, primarily through written communications, with outbound calls as needed, ensuring timely and professional responses.
  3. Handling a wide range of inquiries, including General and complex B2B & B2C Enquiries, Vulnerable Customers, Bereavement cases, Early Termination requests, Complaints, Goodwill (Accounting) file, Privacy and Data requests, and raising IT issues effectively.
  4. Developing in-depth product and process knowledge to expertly answer questions and resolve issues.
  5. Prioritizing tasks based on urgency, task, SLA, and sensitivity of a topic.
  6. Delivering exceptional customer experiences by offering friendly, solution-driven responses, including accurate information delivered within a specific SLA to ensure customers feel supported and satisfied.
  7. Taking ownership of customer issues from start to finish, ensuring all matters are resolved to the highest standard, including raising issues with relevant departments and/or stakeholders immediately, keeping the customer regularly informed, and seeing issues through to the end.
  8. Attending and contributing to meetings, both internal and external.
  9. Maintaining strict adherence to data control principles, ensuring customer information is handled securely and ethically.
  10. Collaborating seamlessly with diverse teams, building strong relationships with colleagues to deliver exceptional service.
Your Profile
  • Professional Experience: Previous experience in advanced customer support is required. Experience in Fintech and/or specialist teams, such as complaints, bereavement, B2B, Vulnerable Customers, and/or IT issues is a plus.
  • Communication Skills: Strong written and oral communication skills are essential. You can clearly convey information and updates to customers and stakeholders while ensuring a positive experience.
  • Attention to Detail: You possess a high level of attention to detail, managing multiple tasks and priorities simultaneously while maintaining a strong focus on SLA adherence and urgency.
  • IT Proficiency: You are comfortable with MS Office, Google Suite, and spreadsheets/CSV files. You are open to learning new systems or familiar with Zendesk, CAP, Jira ticketing, Slack, Looker.
  • Flexibility and Problem-Solving: You are adaptable, open to challenges, and have experience handling diverse cases, including privacy queries (DSAR/SAR), incident management, and technical issues. You're proactive in identifying when to escalate issues and confident in offering solutions.
  • Growth-Oriented: You have a desire to grow professionally, welcome constructive feedback, and actively engage in weekly 1:1s with your team lead to both give and receive feedback. You seek out ways to improve processes and contribute to the team's success.
  • Team Player: You thrive in a collaborative work environment, bringing a positive attitude and high energy. You are organized, able to provide updates through tools like Slack and during meetings, and enjoy working closely with colleagues to achieve goals.
  • Ownership and Initiative: You take ownership of meeting SLAs, resolving customer queries from start to finish, and ensuring compliance with internal rules and regulations. You're skilled at managing tasks independently, ensuring customer satisfaction is maintained.
  • Language Proficiency: You speak and write English at a C2 level, ensuring professional, clear communication across all interactions.
What We Offer

We offer a competitive salary of £45,000 per annum, taking into account your experience and qualifications. In addition, you will benefit from:

  • A comprehensive Employee Development Budget of £1,700 per year.
  • Access to Babbel for continuous learning.
  • The opportunity to work in a hybrid environment, with two days in the office per week, giving you the chance to collaborate with your colleagues and build strong relationships.
  • 28 days of holiday per year, plus Bank Holidays.
  • One day birthday leave and gift voucher to celebrate your special day.
  • A company stakeholder pension with a minimum employer contribution of 5%.
  • The chance to participate in annual retreats in exciting European cities and other team-building events.

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