Customer Support Consultant

2 weeks ago

Aylesbury, United Kingdom Defaqto Full time

Part of Fintel plc , Defaqto is one of the UK's most trusted sources of financial product and market intelligence, supporting financial institutions, intermediaries and consumers to make smarter financial decisions.
Defaqto's purpose is to help everyone to make smarter financial decisions and our mission is to be the #1 provider of smarter financial decisions in the UK.
The business has a diverse product portfolio that spans: Our ratings, which provide consumers with expert guidance at-a-glance when purchasing financial products; The most widely used financial planning software in the UK market; and Mission critical technology that helps product manufacturers to optimise the financial products that they take to market.
We are seeking a solution-focused individual who is passionate about combining customer service with technical support.
You'll provide 1st-line support for internal and external users across the Defaqto product suite, replicating issues, understanding customer needs and ensuring accurate, timely resolution.
Collaboration with our Application Support, IT Development, Research and Insight teams is key to progressing and resolving queries.
Full training will be provided, offering you a great opportunity to advance your technical and customer service skills, whilst growing your knowledge in the Financial Service industry.
Whether you have experience in a similar setting or are interested in entering the world of finance and technology, we'd love to hear from you.
This role is being offered on a 13-month fixed-term contract.
What you'll be doing Develop and maintain in-depth knowledge of Defaqto's products/services and how clients use them.
Respond to customer emails and telephone calls within defined timescales, resolving issues promptly and accurately.
Record all reported issues in our CRM system and ensure progress is logged appropriately, liaising with internal teams as required.
Proactively monitor all applications to ensure advance warning of issues.
Configure Defaqto Compare software and data extracts in line with Client requirements within agreed SLAs.
Participate in the testing of new software releases and patch fixes.
Maintain and update process documents.
Work on a rota covering shifts of 08:30-17:00 and 09:00-17:30, with a willingness to work outside of normal office hours when necessary to respond to business needs.
What you'll need to succeed Excellent written and verbal communication skills, including professional phone manner and video presence.
Great customer service skills, with the ability to build and maintain rapport with both internal and external users, and across departments.
Strong organisation and prioritisation skills, with the ability to work to deadlines with a strong focus on customer satisfaction.
Good level of IT literacy and capable of learning new software quickly.
Previous use of CRM and Microsoft D365 applications is desirable.
Be a keen problem-solver, who is creative and proactive in seeking out preventative measures and continual improvement.
The ability to work under pressure and to specific targets.
Be a team-player, with the flexibility to adjust to the needs of the team.
Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.
We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to h ave a diverse workforce because, in our view, diversity enables better business outcomes.
We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff.
From application to interview, we place inclusion at the heart of all we do.
For these reasons we strongly en courage suitably qualified applicants from a wide range of backgrounds.

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