We’re looking for a proactive Trainee Customer Support Associate to join our internal Adviser Technology Team. This office-based role is pivotal in supporting our members by providing first-line technical assistance across our full suite of financial planning tools. The team are responsible for the delivery of over 15,000 licences, across a product suite of 10 financial planning tools.
Key Responsibilitie
* sProvide first class support to our customers via email, web and phone, including investigating and troubleshooting customer issues
* .Control licencing of our various technology solutions
* .Play a proactive role within the existing technology team, to enhance our technology offerings and our licence outreach
* .Support our internal finance teams with income reconciliation
* .Leading online 1:1 software support session
* .Responsible for keeping current members satisfied and delivering an exceptional service on a day to-day basis
* .Deal on a reactive and proactive basis to queries and resolve issues for existing and new members
* .Looking after all the operational tasks and working towards deadlines
* .Liaise professionally between internal staff members
* .Carry out any ad-hoc requests made by senior management to support the wider Simplybiz teams
* .Oversee the end-to-end administration and management of software licences across the organisation’s suite of SaaS products, ensuring compliance, optimisation, and cost-effectiveness
Key Skills & Experien
* ceCommunication skills - Internal and external written, telephone and face to face communication to members and internal department
* s.Customer service - Both internal and external. Rapport building, Listening and interpretation, fact finding, understanding needs and negotiation. Maintaining positive internal relationship
* s.Time and self-management - Organisation and prioritisation, working to deadline, taking ownership and accountability for own area and ensure you are punctual and work to the team’s daily rot
* a.Understanding of the Organisation - Understanding of the group vision. Understanding SimplyBiz, and the wider Fintel Group. Competitor and industry awarenes
* s.IT Skills – Microsoft Dynamics 365, intermediate Word, basic Excel and basic PowerPoint, Able to deliver effective web meetings and training sessions on an ad-hoc basi
* s.Problem Solving - Research, investigation and decision makin
* g.Product Knowledge - A working knowledge of financial products and be able to discuss the key features and understand the minimums maximums requiremen
Reporting L
ineYou will report directly to the Head of Adviser Technology and work closely with a dedicated team of technology professiona
What We’re Looking
* ForExcellent communication and problem-solving ski
* lls.A customer-first mindset with a passion for helping oth
* ers.Familiarity with financial planning tools or software support is a p
* lus.Ability to work effectively in a team and manage multiple queries efficien
Why Joi
* n Us?Comprehensive benefits: pension, life assurance, critical illness cover, income protection, medical cash plan, holiday buy, and cycle to
* workHybrid working with flexibility around location and t
* ravelCareer growth within Simplybiz and the wider Fintel
* groupAccess to industry-leading insight and reso
* urcesA culture built on ambition, collaboration, and future-
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