support specialist London, England
Job description
EmpowerRD is a fast-growing startup based in London, UK. Our vision is to assist our clients to unlock all of the funding that rewards innovation globally. We do this by combining expert knowledge and advanced technology to take the complexity out of claiming for funding that is available.
Our current focus is on helping companies within the UK unlock some of the £5Bn of funds available annually for companies that invest in research and development.
We have now got to a position where we are on the lookout for a Client Support Specialist to join the Client and Claim Operations team. This role will report directly into the Head of Client Success.
As a Client Support Specialist for the business, you'll be responsible for supporting EmpowerRD's users across a range of channels. This will entail helping clients plan and understand the best ways to use our service based on the client's business needs, as well as educating our clients on the flexibility and capabilities of our service.
Ideally, we're looking for someone with a background in internal operations or customer support roles, but more importantly, we need smart, considered team members.
Responsibilities:
- Take a leading role in managing a range of support channels (e.g. live chat, email, telephone) and resolve customer queries.
- Build processes to enable both our customers and our internal teams to be more self-sufficient.
- Provide technical, service and product support to our clients to ensure smooth adoption of our products and services.
- Ensure client compliance with our processes and procedures.
- Liaise with the tax technical team to ensure the success of client engagements.
- Manage client documentation within our systems.
- Gather client feedback and share with our Product, Sales and Marketing teams to identify key areas for improvement.
Does the above match your skills and experience? APPLY! We'd love to have a conversation with
you.
A little bit more about EmpowerRD….
Our Values
EmpowerRD has a strong set of values that permeate our culture and define how we work. You
should consider whether these align with your personal values and style when considering this role.
- Lead with integrity: We do the right thing by our team, client and stakeholders. We find the right solution, not the first solution. We build trust through our technology and relationships.
- Professionalism in engagement: We are reliable and dependable in our behaviour. We are an authority in our subject matter - we know what we're talking about. We invest in learning. We are respectful in our communication.
- Bold in outlook: We are an innovative organisation and invest in innovation in our technology, our processes and ourselves. We are bold in our actions. We are market leading in our thinking and services. We are driven by data.
- Proactive in focus: We have a growth mindset. We're not afraid of taking considered risks. We learn from mistakes and continuously improve. We don't wait to be told, we act as an example.
- Approachable in style: We see ourselves as an enabler of a wider ecosystem. We support each other and grow together. We are a team that is fun and positive. We make ourselves accessible to our teams, clients and stakeholders. We take ownership of our actions.
Some benefits when working at EmpowerRD:
- 25 days holiday (plus up to 5 days rollover)
- Accrue an extra day of holiday for each year worked, and have your birthday off
- Private Health cover
- Lively social committee
- Flexible working patterns, with hybrid working (1-2 days office based per week)
