Client Services Executive

Delivering more ways to show appreciation, Tillo is the rewards, incentives and gifting management platform. Tillo connects the world’s most popular retailers to partners and businesses looking for exciting new ways to reach employees, customers and new global audiences. Tillo unlocks a world of new opportunity through one market leading, award-winning API platform with unrivalled user-experience, making the process seamless. Tillo has achieved 100% growth year on year with millions of transactions processed and works with over 2000 retailers worldwide in 16 currencies across 34 markets.

The role of Client Services Executive is an important part of our customer’s journey. You’ll be the first person our customers speak to in the Operations team when you onboard them on to the Tillo Platform, and you’ll be there for them when they raise any questions via our Service Desk too. You’ll be the voice of our customer, making sure their feedback and requirements are fed to internal teams and will be responsible for ensuring they have the best customer experience possible whenever they do get in touch.

At Tillo we are redefining loyalty as we seek to become a global payment infrastructure for the digital gift card industry. We’re the market leader in the UK and are active in a number of other markets including Europe, Australia and India. This year we will also be building on our presence in the US by setting up offices across the pond.

If you want to be at the cutting edge of digital innovation, work within a fast paced and supportive environment, and are looking for a career-defining role, then look no further
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Key Responsibilities*
- Providing excellent customer service at every stage of the customer journey.
- Own the Onboarding process from start to finish, including maintenance of the Onboarding Pipeline in our CRM and ensuring all information is accurate and up to date.
- Ensure all actions completed before launching a brand/partner such as contract/commercials/contacts/info.
- Work with Retailers and the Account Management team to ensure brand approvals are secured as efficiently as possible to help our Partners quickly achieve value from the service.
- Handling customer redemption queries and requests, taking responsibility for actioning or escalating to the right person for resolution
- Liaising between internal departments to find solutions to customer issues.
- Reporting on any key or recurring issues and working with the Account Management team and our suppliers to continuously improve the service we and our customers receive.
- Creating help content for customers, including retailer specific guides and collateral
- Maintaining Supplier documentation to ensure we always have up to date information on how to contact, escalate issues and onboard new products.

**Skills Knowledge and Expertise**

**Essential**:

- Strong relationship building skills - able to liaise at all levels both externally and internally
- Experience delivering technical support as part of a previous role.
- Experience managing professional service projects, ideally onboarding.
- Excellent problem solving skills.
- Curious to learn about all aspects of the company and industry
- Highly organised and able to manage and prioritise multiple streams of tasks.
- Excellent communicator - written and verbal.
- Takes ownership of tasks and shows initiative to find resolutions.
- Always striving for accuracy of information across systems we use, reviewing production configuration for missing or inaccurate information

**Desirable**:

- Previous experience in delivering SaaS
- Project management experience
- Account Management/ Commercial Experience
- Presentation skills - internal and external.
- Implementing or reporting on KPI metrics for team performance.

**Benefits**

We offer all our employees trust and empower our team to work with flexibility and autonomy. We’re a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic office in Hove, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. However, we completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:

- Designated Shares Options for all employees.
- Annual Bonus Scheme
- 26 days annual leave plus Bank Holidays.
- Private healthcare
- Enhanced Family Leave Policy
- Regular employee wellbeing activities, including company lunches and away days where we do everything from helping local charities to traditional team building activities.
- Quarterly staff engagement surveys - to listen and act on the employee voice.
- Retail discounts.
- Well stocked drinks fridge and snack cupboards.
- Cycle to work scheme.
- Raising money for a charity outside of work? We’ll match your donation with our charitable matching contribution.
- Volunteering