Client Services Executive

2 months ago

Brighton, United Kingdom Tillo Full time
DescriptionAs a Client Services Executive at Tillo you'll be the voice of our customer, ensuring best in class Service Delivery, and making sure our clients feedback and requirements are fed to internal teams, for collaborative project planning and improvement of all of Tillo’s services

You will join a world-class team in the business of making people smile. Our Platform connects our customers to rewards and incentives from 2000+ brands that people love, all via our seamless, easy-to-use API.

We're looking for a proactive individual who will be responsible for providing excellent customer service at every stage of the customer journey, handling customer queries and requests, actioning or escalating to the right person for resolution.
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 continue to expand our presence in the US as well as setting up operations in new countries

The working hours for this role are Monday - Friday 9am - 5:30pm, working from our Hove office on Tuesdays & Thursdays.
If successful, you will
  • Liaise with internal departments to find solutions to customer issues. 
  • Report 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. 
  • Create helpful content for customers, including retailer specific guides and collateral.
  • Maintain Supplier documentation to ensure we always have up to date information on how to contact, and escalate issues. 
  • Work with our Engineering team to assess the impact and maintain our Status Page when incidents occur and escalate to suppliers to expedite the resolution where necessary. 

About youYou're a strong relationship builder, confident working with both internal and external stakeholders. You have some experience delivering technical support, solving problems and using systems such as Jira and Zendesk.

You're highly organised, and are able to manage multiple deadlines to ensure SLA's and KPI's are met. You take proactive ownership of tasks and shows initiative to find resolutions
Above all you're an excellent communicator who pays attention to the detail, even when working in a fast-paced environment. 
There's a few things that would help you stand out, but aren't essential (so please don't hesitate to apply even if you don't have these): 
  • Previous experience in delivering SaaS
  • Project management experience
  • Account Management/Commercial experience
  • Presentation skills 

BenefitsWe 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. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:
  • 26 days annual leave plus Bank Holidays
  • Annual Bonus Scheme
  • Designated Shares Options for all employees
  • Private healthcare
  • Enhanced Family Leave Policy
  • Quarterly staff engagement surveys - to listen and act on the employee voice.
  • Regular employee wellbeing activities, including company lunches and away days where we do everything from helping local charities to traditional team building activities
  • Retail discounts
  • Raising money for a charity outside of work? We’ll match your donation with our charitable matching contribution
  • Well stocked drinks fridge and snack cupboards
  • Cycle to work scheme
Tillo: people-centered, success-driven We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals.

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