Overview
You’ll be passionate about understanding customer needs and resolving their queries—whether it’s over the phone, by email, or through chat. Your care industry experience will shine as you support customers and deliver top‑notch service. To succeed, you’ll need a solid background in customer service and experience in the care sector. You’ll work 37.5 hours a week, Monday to Friday, with shifts between 8:00 AM and 9:00 PM (this role will be covering the late shift).
Responsibilities
* Provide high‑level customer service and product support via chat, telephone or email.
* Help our customers with questions and allow them to get the most out of our software by resolving their queries in accordance with our Milestones (SLA's).
* Maintain our case management system to a high level of accuracy, ensuring all queries are recorded, solved or escalated, as appropriate.
* Promote the online Access Customer Success Portal, including helping customers register.
* Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.
Are you ready for a change after working long hours in the care sector? This could be the opportunity you’ve been waiting for.
Qualifications
* Background/experience in the care sector is essential.
* Good communication skills. You are a confident, clear and warm communicator with a flexible and constructive approach to customers and to the team alike.
* Knowledge of Access People Planner or Access Care Planning (formerly Mobizio) would be a benefit, however general knowledge of care rostering systems would be considered.
* Flexibility and pragmatism, an ability to self‑plan and respond to shifting priorities.
* The ability to act as a role model for best practice and actively promote a positive working environment. You deliver value to the business, effectively, efficiently and to a high standard.
* You remain calm and professional when handling challenging queries.
Company Profile
The Access Group is one of the largest UK‑headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid‑size organisations in commercial and non‑profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what’s important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approximately 8,500 people, continuously driving product innovation and customer service excellence.
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Benefits
Love Work. Love Life. Be You. – is central to our success and how we give our customers the freedom to do more of what’s important to them.
Access offers a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us) and a matched pension scheme will be part of your package. You’ll also be able to choose from a range of benefits to suit you, and you’ll have one charity day allocated to support a cause that matters to you.
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