Customer Service Specialist

Customer Success at QCS is a fast-growing team searching for flexible, energetic individuals who welcome the challenge of meeting the needs of a growing customer base. We are specifically looking for a Customer Success Specialist who will roll their sleeves up and get stuck in from day one to make our customers’ lives better.

The purpose of our Customer Success Specialist is to guide customers through their onboarding, adoption and supporting their growing knowledge and skills to be advocates of the QCS platform. Making sure a customer who starts happy, stays happy, they support account managers and customers in successfully renewing and staying with QCS.

The Customer Success Team works closely with our compliance teams and policy teams to ensure that our customers have everything they need to be successful and compliant company.

**Your role involves**:

- Holding tutorials for customers, demonstrating the value and benefits
- Developing and Storying customer records, ensuring accuracy and reliability of data
- Monitoring the progress of new customers, measuring and reporting on engagement
- Flawless communication skills, able to present and communicate with all levels
- Competent problem solver, using creative solutions to solve customer queries
- Maintain and develop customer success strategies and best practices to support content and product development
- Manage relationship with the QCS customer to ensure they utilise the benefits of our software and policy documents
- Be confident and able to speak with all customers regardless of their role within an organisation
- Collaborate, problem solve and/or strategize with colleagues daily
- Communicate effectively, both internally and externally, to understand customer needs, maximise retention and grown and communicate learnings
- Maintain existing customer success metrics and ensure SLAs are met
- Answer queries relating to technical use of the software system and policy updates
- Maintain and update the customer knowledge base to promote self serve success
- Proactively and consistently keep up to date with relevant industry and software updates.

**Your skills and attributes that will make you successful in this role**:

- 3 - 5 years of experience in communications, marketing, account management or customer success
- Strong verbal and written communication, strategic planning and project management skills
- Active team player, self-starter and multitasker who can quickly adjust priorities as needed
- Possess excellent IT skills with the ability to work across multiple systems seamlessly
- Is a natural communicator, relationship builder and collaborator
- Demonstrates good time-keeping habits, can work unsupervised
- Will express their own views and constructively challenge with alternative views appropriately
- Possesses a positive and resilient attitude with a high level of self-motivation
- Demonstrates a high level of emotional intelligence

**Where is this opportunity based?**

At QCS we are advocates of flexible working, understanding life happens outside of work. Working from home and flexibility of hours is a normal part of our Everyday Flex working style. Our people are expected to visit the QCS Hub at Stockley Park, Uxbridge a minimum of once per calendar month.

**The benefits of working at QCS**:
This is a full-time, permanent opportunity with an established and friendly team. We all enjoy 29 days annual leave, get spoiled by the benefits and treats in Perkbox and enjoy the lifestyle that comes with an Everyday Flex working style. We are well supported to ensure we have the tools, equipment, and the training we need to be successful in our roles.

**You’ll love being on the QCS team because**:

- We are a dynamic, high achieving company that supports everyone who works for us to realise their full potential
- We listen to our people, and we trust them
- We provide our people with the tools and the backing to turn outstanding ideas into successful innovations that improve lives
- We have a strong set of shared values - **‘Do the Right Thing’, ‘Make it Better’, ‘Play for the Team’ and ‘Get it Done’** - that together form the cornerstones of our culture

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£300,000.00 per year

**Benefits**:

- Flexitime
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme
- Commission pay

Ability to commute/relocate:

- uxbridge: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in uxbridge