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. 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. What does Access offer you? We offer 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 wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you. Day-to-day, you will:  • Deliver exceptional customer service through chat, phone, and email, ensuring positive customer experiences. • Resolve customer queries within set service-level agreements (SLAs) to maintain high engagement and satisfaction. • Accurately document, solve, and escalate cases as needed in the case management system. • Proactively identify trends, research potential issues, and create solutions to improve the customer experience. • Encourage customer registration on the Access Customer Success Portal and assist them through the process. • Develop and update Knowledge Base articles to enhance customer self-service options. • Consistently exceed service standards aligned with The Access Customer Service expectations. Your skills and experiences might also include:   • Customer Satisfaction Score (NPS): Achieve or exceed target scores in customer satisfaction metrics. • First Response Time (FRT): Ensure responses are timely and within SLAs for high customer engagement. • Case Resolution Rate: Meet or surpass goals for timely case closure and escalation. • Knowledge Base Contribution: Regularly update and create helpful Knowledge Base articles for customer self-service. • Portal Registration Conversion: Actively encourage and achieve registration goals for the Customer Success Portal. • Team Collaboration & Feedback: Participate in team activities and demonstrate positive contributions through peer feedback. Skills, knowledge, experience & qualifications: • Communication Skills: Confident, warm, and adaptable communicator with strong customer-facing skills. • Problem-Solving Abilities: Pragmatic thinker who can handle shifting priorities and find solutions efficiently. • Customer Service Orientation: Dedicated to providing value and maintaining a professional demeanor in challenging situations. • Team Collaboration: Enjoys working within a team environment, supporting peers, and fostering a positive atmosphere. • Self-Motivated: Organized, flexible, and proactive in managing time and tasks. • Qualifications: Bachelor’s degree or equivalent experience; interest in customer service What are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.   Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.  Love Work. Love Life. Be You.