Department:
Operations
Employment Type:
Permanent
Location:
Brighton
Reporting To:
Service Delivery Manager
Compensation:
£26,900 - £31,900 / year
Description
* Who we’re looking for: We're seeking a proactive, solutions-driven individual who thrives in a fast-paced environment and is passionate about delivering outstanding client experiences.
* The challenge: As a fast-growing business, things move quickly, and so must we. The role involves juggling time-sensitive operational tasks while staying ahead of evolving client needs.
* Where you’ll work: This role is based in our Hove office 2 days a week.
The Tillo Difference
We are in the rewards and incentives business, emphasizing the importance of giving back. We believe in growing as individuals and as a company, providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn. Only through teamwork can we reach our goals.
We are the UK market leader and are active in markets including the USA, Europe, Australia, and India.
Day to day this role will
You will be the voice of our customer, ensuring best-in-class Service Delivery, and relaying customer feedback and requirements to internal teams for collaborative project planning and service improvement.
Main Duties And Areas Of Responsibility
* Providing excellent customer service at every stage of the customer journey.
* Handling customer redemption queries and requests, taking responsibility for actioning or escalating to the appropriate team.
* Liaising between internal departments to resolve customer issues.
* Reporting on key or recurring issues and working with the Account Management team and suppliers to improve services.
* Creating helpful content for customers, including retailer guides and collateral.
* Maintaining supplier documentation to ensure contact and escalation information is current.
* Working with our Engineering team to assess impact and maintain our Status Page during incidents, escalating to suppliers to expedite resolution when needed.
Who we’re looking for
Essential
* Strong relationship-building skills, able to liaise at all levels both externally and internally.
* Experience delivering technical support.
* A keen problem solver in a fast-paced environment.
* Excellent written and verbal communication skills.
* Curiosity to learn about all aspects of the company and industry.
* Knowledge of systems/applications: Jira, Hubspot/Zendesk, CRM.
* Highly organized, able to prioritize and manage conflicting deadlines, ensuring SLA and KPI adherence.
* Proactive ownership of tasks and initiative in resolving issues.
* Commitment to accuracy across systems and configurations.
Desirable
* Previous experience in SaaS delivery.
* Project management experience.
* Account management or commercial experience.
* Presentation skills for internal and external audiences.
Benefits
We empower our team with flexibility and autonomy. Our hybrid model allows in-office collaboration in Hove and focused work from home. We foster a motivated, innovative environment with benefits including:
* Enhanced annual leave of 26 days.
* Private medical care through Vitality.
* Share options.
* Access to discounts and gift vouchers via Tillo’s Storefront.
* Hybrid working arrangements.
* Top-quality equipment: laptop, mouse, keyboard, monitor.
* Anniversary gifts.
* Monthly team breakfasts, drinks, snacks, and events.
* Individual learning and development budget.
#J-18808-Ljbffr