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Customer Experience Consultant

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Customer Experience Consultant

Posted 16 days ago

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 flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. 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.   About you:  To keep moving in the direction (& the speed) we want, we’re going to need someone who truly understands the importance of a great customer experience. As a Customer Experience Consultant, you are responsible for providing both reactive & proactive support and services to Unleashed customers throughout their life cycle with us (Unleashed is a member of the Access family) some of our customers are managed via an implementation partner and so you will also provide support to these partners as they deliver services on our behalf. Day-to-day, you will:  • As the first point of contact with customers, you’ll be engaging with many different users of our product, and you’ll develop a deep understanding of the business requirements that our software is solving for present and future customers. Ensuring that Access and Unleashed continues to add value via our product and services. • Collaborating with other team members, you’ll follow our established processes and suggest changes where you think customer satisfaction can be improved. • You’ll become proficient in navigating our CRM systems and provide support and guidance to our customers around our Billing platform – responding to and resolving any customer account related queries. You’ll support team activities around debt collection. • As the customer voice, you may participate in product management and product testing activities and you’ll be encouraged to develop knowledge specialisation in the customer industries, business models and processes. Your skills and experiences might also include:   • To be successful, you will ideally have at least two years of experience providing phone and email support to customers, and experience in software troubleshooting and an understanding of API would be ideal. • Some experience using Zendesk or similar systems (Intercom) and an understanding of accounting principles would be desirable. (exposure to QuickBooks/ Xero would be a big plus) • Good organization skills, and an ability to prioritise & focus, communicating with people from all walks of life will also be vital to your success, as will a strong command of the English language (both written and verbal) • Technology savvy, you’ll be able to confidently manage customer expectations and stakeholder expectations and take ownership, knowing when escalation is appropriate. 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.