Customer Success Executive - Helpdesks

This position is all about supporting our key accounts through essential administrative tasks at our Helpdesk facility. As part of the Customer Success Processing and Helpdesks team, you'll help create a supportive environment for these accounts, making sure that our customers' ongoing needs are met in a timely and precise manner, contributing to a delightful customer experience.

Our Customer Success Team is dedicated to driving portfolio growth by providing attentive support and fostering meaningful relationships, which leads to sustained engagement with all our products and helps reduce customer churn.

• Accurately manage and process our customer portal and any requirements for our Partner Support Customers within agreed SLA
• Manage mailboxes and provide responses to customers within agreed SLA
• Proactively schedule and manage maintenance requirements
• Be a transactional processor for all output of customer requirements on/off the system.
• Process singular and mass customer data entries and updates
• Understand KPIs and targets, ensuring all input contributes to their success.
• Accurate CRM/ERP updates ensuring the safe handling of customer data
• Ensure customer escalations are handled with priority
• Support your team and Line Manager in the delivery of business objectives
• Maintain strong communications with customers, all departments, and team members
• Comply with and suggest improvements to the customer journey, policies, and processes
• Positively promote the brand and company mission, living by and promoting our company values
• Be available for all team and customer administrative and processing support requirements

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance