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Customer Service Advisor

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Customer Service Advisor

Posted about 2 months ago

                         **This role can be based in either our Loughborough or Litchfield office, care sector background is essential**


Join the Access Family and see how we make software ideas become a reality!

Our core value of ‘Love work, Love life’ has been central to our success and so we’re looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company driven through adoption of the Access Workspace platform.

Are you ready for the challenge?


What are we all about?

At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive.

About you:

We are looking for warm, friendly and professional colleagues who want to deliver an exceptional customer experience. The successful candidates will have come from a background in care with strong communication skills and a can-do approach. Most of all, you’ll be passionate about understanding customer needs and helping resolve their queries over the telephone, via email and chat.

Previous experience of delivering great customer service is essential, experience of supporting the care industry would be essential. 

You will work 37.5 hours per week, Monday to Friday between the hours of 8:00am and 6:00pm.

Day-to-day, you will:

  • Provide high-level customer service and product support via chat, telephone or email.
  • Help our customers with questions and allow them to get the most out of our software by resolving their queries in accordance with our Milestones (SLA’s)
  • Maintain our case management system to a high level of accuracy, ensuring all queries are recorded, solved or escalated, as appropriate
  • Promoting the online Access Customer Success Portal, including helping customers register
  • Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.
  • Have Enthusiasm in busy periods and ability to work in a team

As a well-rounded Customer Service Advisor your Skills and Experiences likely include:

  • Background/experience in the care sector
  • Good communication skills. You are a confident, clear and warm communicator with a flexible and constructive approach to customers and to the team alike.
  • Knowledge of Access People Planner or Access Care Planning (formerly Mobizio) would be a benefit, however general knowledge of care rostering systems would be considered.
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
  • The ability to act as a role model for best practice and actively promote a positive working environment. You deliver value to the business, effectively, efficiently and to a high standard.
  • You remain calm and professional when handling challenging queries

What does Access offer you?

We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:  

  • A Competitive Salary
  • Giving Back/Charity days
  • Quarterly Socials
  • 6 weeks Sabbaticals (after 6 years of service)
  • The Access Group Big Break: our all-expenses paid holiday to Spain
  • Access to a range of flexible benefits including Cycle to Work, Gymflex, Technology scheme and many more
  • Competitive bonus structure


Become part of our amazing Access family!

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