Customer Support Executive

About Raisin UK

Raisin DS GmbH has quickly grown to become one of the largest financial technology companies in Europe. Since launch, Raisin has brokered over 43 billion EUR for more than 440,000 customers in 31 European countries on seven platforms. Raisin was named to Europe's top five fintech by the renowned FinTech50 awards and is backed by investors such as PayPal, Goldman Sachs, Thrive Capital, Orange Digital Ventures, Index Ventures and Ribbit Capital.

Based in Manchester, the Raisin UK business was established in 2012 as PBF Solutions and became part of Raisin DS in September 2017. We are a small team of 34, based in the heart of Manchester City Centre, and now hybrid working, operating a minimum of two days a week in the office and remotely at home (Wednesday is our team day in the office). Over the past 4 years the UK team has built a client portfolio of over 20 partner banks and building societies, helping them to raise savings and acquire new customers. We do this through a combination of customer acquisition technology together with proven online product marketing and distribution.

Following the acquisition by Raisin DS GmbH, we have the financial backing and remit to substantially grow our operations across the UK thus allowing us to build upon Raisin’s reputation as the leading marketplace for savings and investments throughout Europe.

Your Responsibilities

The Customer Support Executive role will make a key contribution to our plans to grow our new online consumer savings proposition into the market. The individuals in the role will form a key part of Raisin UK’s platform, offering excellent service to our customers, handling complex customer enquiries, collaborating well across departments to drive change and ensure a high level of customer satisfaction.

This is a unique Customer Support Executive role, ideal for someone who is looking for the next step in their career. If you are eager to develop yourself professionally and make a positive, tangible impact to the wider business, we want to hear from you

Key Responsibilities
- To respond to customer queries in a timely manner in line with Raisin UK’s SLA’s, with a focus on our most complex cases which have been escalated by our first line of support
- To be a key person in the delivery of the Raisin UK excellent service
- To gain a detailed product knowledge in order to resolve customer queries and provide guidance when required
- To ensure customer matters are resolved to a satisfactory conclusion, proven through measured customer satisfaction
- To continue to offer excellent customer service
- To give both written and verbal service to our customers
- To adhere to our data control principles
- To ensure our IT systems are kept up to date.
- To manage time effectively, working across a range of queries and back-office administrative tasks
- To be a real team player and champion our customers in everything you do
- To liaise with our B2B channels and service providers to resolve customer queries and technical issues
- To work collaboratively alongside a diverse workforce, based both in the UK and across Europe

Your Profile

Essential
- Previous experience gained working in a customer service type role
- Tech savvy, with previous experience of using an online customer admin database, ticketing system or similar online customer service tools. This will form a key part of your day to day role, and as such it is essential that you are comfortable learning new online systems
- Ability to learn and understand complex financial services products
- Excellent telephone skills and manner in dealing with customer queries
- Excellent written skills in responding to customer requests
- Good MS Office (or google equivalent) skills
- Good questioning skills in establishing and resolving customer queries
- Attention to detail. Constantly checking work to ensure accuracy
- Working knowledge of web technologies
- Team spirit. Working as part of a small team
- Organisational skills. Able to prioritise your own work
- Evidence of right to work in the UK

Desirable
- An understanding of the financial services sector and marketplace
- Experience of working in a regulated environment.
- Experience of working in the financial services arena.

Join our mission, join our team - and grow with us

At Raisin DS we take care of each other and one of our top priorities is to create an open and friendly atmosphere in which everyone feels welcome and comfortable.
As part of the Raisin UK team, you benefit from
- Investment in your development with an annual personal training budget of £1,500 and four training days to undertake your training.
- Always hungry? Breakfast, snacks, daily fresh fruit and drinks are at your disposal around the clock
- We are hybrid working, we are in the office twice a week, giving the team the opportunity to collaborate and spend time together. Wednesday is our core day in the office.
- We offer 25 days + Bank Holidays of holi