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As a Customer Support Administrator for nurtur.network, you will be responsible for handling customer interaction across all brands encompassed within the Group.

The role is pivotal in resolving customer queries, customer complaints, responding to phone call and email requests and maintaining customer records.

To be successful in this role, you should be an excellent communicator whos able to earn our customers trust. Ultimately, you will help establish our reputation as a Group that offers excellent customer support.

Duties & Responsibilities

• Deliver expert support for customers, with a focus on delivering an outstanding customer experience.
• Assist the Growth & Customer Success Teams with any support required for the customers.
• Develop and manage supportive, and trusting relationships with customers, including resolving any issues where required.
• Be at the forefront of supporting the customers with any Tech issues, feed issues and overall login issues / queries: including, raising of tickets, and following up accordingly to ensure regular communication.
• Deal with telephone and email enquiries, escalating where required.
• Take responsibility for following up with customers to ensure their technical issues are resolved.
• Identify customer needs and help customers with specific areas where support is required.
• Respond to customer queries in a timely and accurate way, via phone, email, and other suitable means.
• Analyse and report product malfunctions, by testing different scenarios or impersonating users prior to raising a ticket on behalf of the customer.
• Together with the Customer Success Team, manage engagement with customers to ensure high levels of satisfaction.
• Carry out all set-up for customers, within the agreed service level agreements.
• Work through the set-up process and engage with the Account Managers to take responsibility for ensuring that the on-boarding of the customers is completed (i.e., booking the induction meeting).
• Action the set-up of any automated subscription services, such as Auto Prospecting Service (APS) and Auto 50:50. This includes walking the customer through the process and automated print services.
• Action the set-up of any products and / or services requested by the customer. This includes walking the customer through the process.
  
• Carry out all off boarding for customers, within the agreed service level agreements.
• Take ownership of following up with customers at the renewal dates of their critical Compliance documents (e.g., PI Insurance, Redress Scheme Certificate etc.) to ensure the most up to date certificates are on file.
• Manage the Referral system; to include:
  • Allocating leads in the Referral System that are not automatically allocated.
  • Taking responsibility for contacting customers in relation to the Referrals in the System which are awaiting acceptance.
  • Continually reviewing the Referrals in progress in the System to ensure the status of the lead is up to date.
• Maintain records of calls and queries; updating the CRM system to ensure an audit trail of all activity.
• Any further focus areas which the Chief Operating Office and / or Group Operations Manager considers relevant.
• Prioritise the workload to ensure service level agreements are met.
  
  Skills & Competencies
  
• Excellent customer care and service skills.
• Strong team player.
• Good organisational skills, with a high attention to detail.
• Problem-solving skills and ability to take ownership of customer queries.
• Ability to build and maintain positive relationships with external members and internal staff and departments.
• Proficiency with Microsoft Office (Work, Excel, PowerPoint etc.).

  Full time. Monday Friday, 9am 5.30pm. Flexible, working from home with occasional requirement to work in the office once a month or as required for business needs.