Customer Experience Specialist

ANNA Money is a fintech startup that provides a digital business account and accounting software for small businesses. We are looking for a Customer Experience Specialist to join our team. As a Customer Experience Specialist, you will be responsible for providing top-notch service and support to our customers, ensuring an exceptional experience at every interaction. You will play a crucial role in building strong relationships with our customers and helping them succeed with their financial management needs.

Responsibilities

• Serve as the first point of contact for customer inquiries, providing prompt and professional assistance via phone, email, and live chat.
• Resolve customer issues efficiently and effectively, focusing on first-call resolution whenever possible.
• Identify and escalate complex issues to the appropriate team members for further investigation and resolution.
• Collaborate with cross-functional teams to develop and implement customer service processes and best practices.
• Proactively identify opportunities to enhance the customer experience and provide suggestions for process improvements.
• Build and maintain relationships with customers, actively engaging with them to understand their needs and challenges.
• Deliver product demonstrations and trainings to customers, ensuring they are equipped to fully utilise our software.

• 1+ years of experience in customer service or support, preferably in the accounting or fintech industry.
• Self-assured and at ease when communicating with customers over the phone.
• Exceptional verbal and written communication skills.
• Outstanding problem-solving and decision-making abilities.
• Excellent interpersonal skills and ability to build rapport with customers.
• Detail-oriented with excellent organisational and time management skills.
• Skilled in utilising technology and capable of typing quickly
• Ability to work independently as well as in a team environment.

What you get from us 

• The chance to enhance your skills in various aspects of the business, including Business Admin, Payment Account Support, Onboarding, and Retention & Reaction
• Enhance your skills or learn something new with our annual Continous Learning budget of £1,000
• Recharge and reenergise with our 'Take A Break' budget of £1,000 per year
• Private Bupa healthcare
• A growth share program
• We care about your wellbeing! Enjoy access to fitness programs, rewards, and mental health support through our benefits platform, 'Perkbox'.
• 'Cycle To Work' & Nursery Care salary sacrifice schemes
• You'll get to join in on regular social events, whether they're virtual or in-person, all organized by our Social Team!
• Enjoy working half days on Bank Holidays and still receive full-day pay!
• 28 days of annual leave, and after two years with us, you'll get even more days to relax and recharge!
• A day off to celebrate your birthday!
• We have a self-organising, flat structure where everyone’s opinion matters – your voice is important!

At ANNA, we operate a flat structure — this means there's shorter chain of command
We distribute power and decision-making across the team
There’s less focus on being managed, and more emphasis on self-management
Everyone has more freedom to create change. Thanks to our innovative team, ANNA's success progresses and grows

In order to be successful at ANNA you have to have great time management, integrity, be self motivated, innovative and organised

If you think you'd thrive at ANNA then we'd love to hear more about you!

Remote Role

We love and support working from home, but we also believe that collaboration and teamwork are key!
We have offices in London and Cardiff, where you're always welcome to work from if you live nearby.

Working Pattern

We pride ourselves on providing outstanding support to our customers around the clock, every day of the week! In this role, you'll be part of our daytime support team, with shifts scheduled between 7 AM and 10 PM, Monday through Friday, along with a commitment to one weekend each month.

Salary

• £24,840 per annum

Please note that due to a high level of demand in candidates for this role, we're unable to respond to individual emails or questions about the position. We hope that we've been thorough and transparent regarding the requirements and expectations of this role