Customer Support and Verification Executive

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary:

Working in a high-volume target driven environment, to contribute to supplier retention through delivering world class customer service to Suppliers/Buyers (customers) in a timely and accurate manner, resolving issues in a pro-active way.

To take ownership and deliver outstanding levels of front-line customer service and technical support when dealing with customer enquiries received through a variety of channels (phones, emails and Live chat) by providing highly knowledgeable and solution-orientated customer focused support.

Job Responsibilities:

• To support customers in an efficient and timely manner with their general queries either by requesting data updates, providing further information and resolving issues and/or escalating where applicable.

• To help customers troubleshoot issues they encounter while using our platforms and provide actionable solutions to resolve their problems across the different channels we support including Teams meeting bookings, product demonstrations, phone calls, email and live chat

• To take ownership of a customer’s query and provide resolution on first contact where possible, or to follow up with customer to ensure full resolution is made in a timely manner.

• To provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is provided, ensuring an outstanding level of quality and customer service is achieved when speaking to customers via all communication channels in line with our policies and quality review targets.

• To work within the KPIs set and self-manage personal performance against business and personal targets set.

• To meet regularly with their team-lead to give feedback and help improve the customer support culture, response times and tools to improve our internal and external experience.

• To champion our values of Innovation, Collaboration and Sustainability with a positive attitude and willingness to achieve a high standard of working practice.

• To support new starters with training, buddying up and mentoring where requested.

• To work closely with other teams across the business, share best practises and support when required, to ensure a positive end to end customer experience.

Knowledge, Skills, Experience and Qualifications:

• Minimum 1-2 years’ experience in a busy customer facing or call centre environment and/or office administration/ technical support type role working across different systems, with the ability to learn and understand new systems quickly.

• A customer-centric approach with a high standard of spoken and written English language, strong listening, questioning and problem-solving skills essential.

• Attention to detail with good administrative, technical and organisational skills, and the ability to prioritise.

• Ability to work under pressure in a fast-paced environment and to multi-task across different channels in a calm professional manner.

• Positive, self-driven and results orientated whilst working well as part of a team.

• A passion for technology and accurate, high quality, customer centric data processing.

Desirable:

• A background or industry experience in one or more of the following sectors: Customer Experience & Support, call centres, admin/technical support, retail and other customer facing environments.

What we offer:

As well as a career in a fast-paced environment within an expanding business, we also offer the below benefits as standard:

• Wellness fund or *Private Medical Insurance (dependent upon role)

• Pension

• Life Assurance x 3

• 25 days holiday plus 8 Bank Holidays

• Ongoing continual professional development (CPD)

• Holiday purchase Scheme up to 5 days

• 1 paid and 1 unpaid volunteering day

• 24/7 and 365 Days Employee Assistance Programme

• Team and company offsite events

• Specsavers eye care voucher

• Free Tea, Coffee and fruit every week – Basingstoke office