Customer Experience Advisor

**Customer Experience Advisor at Portfolio**
Are you ready to be part of a Manchester based fintech that's set to seriously disrupt the property market?
We've built the app. We've had the soft launch. And now we're ready to scale
And we need a Customer Experience Advisor who's fully focused on delivering a 5* customer service to join the team.
You'll love technology and problem solving. And being part of an energetic business with a start-up, roll-your-sleeves-up-and-get-stuck-in mentality will be something that seriously excites you.
**WHAT WILL YOU BE DOING?**
Your primary focus will be making sure that all our customers have a positive 5* experience. You'll be the first point of contact for our customers to help them with anything from onboarding through to troubleshooting.
We're not just looking for someone to be a ticket-closer, we want you to care about our customers, the customer journey and be able to identify ways we can enhance our processes and product offering along the way.
Typical responsibilities include:

- Providing end-to-end support for all customer queries from the initial case to resolution.
- Developing an intimate knowledge of Portfolio to enhance the customer service you deliver.
- Troubleshooting technical support issues and helping to resolve them, escalating to the development team where necessary.
- Ensuring a smooth customer journey, through inbound and outbound support.
- Working towards agreed SLAs with a drive to ensure queries are dealt with in a timely and professional manner.
- Liaising with internal stakeholders to enhance the customer experience.
- Developing knowledge of regulatory standards and committing to operating within these (GDPR, FCA etc.)
- Ensuring 100% customer satisfaction.
- Creating great working relationships within the internal Portfolio community.

**WHO YOU'LL BE WORKING FOR...**
We're Portfolio - an industry-disrupting fintech that's on a mission to make the benefits of investing in property accessible to almost everyone.
Our app allows investors to buy shares in a hand-picked portfolio of rental properties across the UK. The app has been soft-launched and now we're building our team in readiness to grow Portfolio into one of the best fintech's on the market and a household name.
Under the Portfolio group we also have Property Hub.
Property Hub is an educational resource for thousands of aspiring and experienced property investors across the country. It started life as a podcast, and now that's become the no. 1 property podcast in the UK. Because of this, we've built a massive online community that's hundreds of thousands strong, eager to consume everything we produce.
It's an incredibly exciting time for us and we're bolstering our team with the best of the best - and we're hoping that's you
We're based in Manchester city centre (Piccadilly) where we have a cracking culture and our fave employees have four legs and fur. We've got massive hearts and a fab social scene to boot
**WHO ARE WE LOOKING FOR?**
You'll have experience of delivering a 5* customer service and be able to talk us through examples of how you've gone above and beyond.
You'll be an efficient communicator - both written and verbally and be fully proficient in dealing with CRM systems (bonus points if you're familiar with Salesforce).
Working within a process driven workplace won't phase you and you'll thrive on making customers happy.
Most importantly, we're looking for a positive person who sees a chance to learn from every situation. We want you to thrive on delivering the highest of service levels and constantly seek ways to learn and develop - not just with our product, but also your own personal development.
And we're ever evolving - so you'll be the type of person who embraces change and the opportunities that come with that.
This role is based out of our Manchester office (hybrid working) and you'll be reporting directly to the Customer Experience Manager.
**IN RETURN**
We are passionate about open and honest communication, and are upfront about our reward package:

- Salary up to £25,000 (depending on experience)
- Private healthcare
- 27 days holiday plus 8 bank holidays
- Pension provided by the People's Pension
- Annual Holiday Flex Scheme
- Cycle to Work Scheme
- 2 charity days per year and an annual contribution to a charity of your choice
- City-centre office at the heart of Piccadilly, 3 minutes' walk from the train station
- Fluffy friends in the office
- Lively working environment, with regular social events
- Company culture that values involvement, contribution and sharing

**EQUALITY AND DIVERSITY**
Portfolio is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment. The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, and national origins), religion or belief, age, disability, sexual orientation, sex, gender reassignment and gender identity,