Graduate Customer Support Analyst

Graduate Customer Success Executive / Graduate Customer Support Analyst

Join us in transforming the financial planning and investment sector!
We're on a mission to simplify and revolutionise the industry with cutting-edge technology and exceptional customer experiences. 
The role

Are you a smart, tech-savvy graduate hungry to learn and eager to begin a rewarding career within fintech?

Or perhaps you are someone with a track record of growth and proven you’re ready to take the next step in your customer success career.

Our client is seeking a Graduate Customer Success Executive to join its team. You’ll help new clients get to grips with our client’s technology, and support existing ones by providing an exceptional ongoing service.   

We are looking for someone who will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved. 
What You'll Do:

• Be the primary contact for your designated clients working with teams across the business to resolve their customer issues. 
• Handle queries of all types from clients. This will include both answering inbound queries, and triaging and responding to Zendesk queries within accepted SLAs, and will span: 
• service queries (e.g. simple questions regarding our offering) 
• account queries (e.g. requests for specific updates relating to their account) 
• systems queries (e.g. difficulties logging in or encounters with bugs) and more 
• Generating MI and reporting analytics – for example identifying recurring issues and feature requests and monitoring trends in response time, volume of queries etc. 
• Reviewing the operational workflow and suggesting process improvements where relevant 
• Thinking of new and unexpected ways to ‘wow’ our customers 
• Championing the customer and their needs/requirements within the business
• Using an API to carry out customer requests and troubleshoot issues

About you

• You’ll be a smart graduate with a 2:1 degree or higher.
• You may have had previous experience in a Customer Support or customer success role responding to customer queries and using ticketing software (preferably Zendesk or similar) within a SaaS, Software or Platform support environment
• A knowledge or interest of the financial services / financial advice and/or fintech market is highly desirable but not essential. However, you must be keen to learn and have a curiosity of how technology can transform the investing experience for the better. 
• Are a people person with strong and confident communication skills. You’ll be able to easily build rapport and adapt your style depending on the client or situation. 
• Are an expert in building relationships and have an ability to deal with complex queries. 
• You will be confident in presenting reasoned analysis and make recommendations to senior stakeholders – both verbal and written. 
• Have knowledge and understanding of API’s   

The benefits.

What's in It for You?
Our clients prioritises a culture-first, human-centered environment, where diversity of thought, challenge, and experimentation are encouraged. 
On offer is a comprehensive benefits package that includes:

Flexible hybrid working requiring 2 days per week in office

27 days holiday + bank holidays (or time in lieu for working bank holidays) + day off on your birthday

3 days dependant leave

6% employer pension contribution, and life assurance

Private medical insurance with AXA Health

Enhanced parental leave and flexibility to integrate your home and work life in a trusted environment

Will writing offering with Guardian Angel

New Macbook when you join and up to £500 home office set up budget

£500 per person learning budget

1 day off per year to volunteer for a registered charity of your choice

Work abroad for up to 6 weeks in the year

Length of service awards – 1 month paid sabbatical at 8 years

Health and wellbeing initiatives including free therapy, mental health support and time off.

Subscription to Headspace

Perkbox – range of discounts and perks including free weekly coffee and retail discounts

Cycle to work scheme - saving money on a range of bikes and accessories

Commitment to continuous learning with free access to over 10,000 on-line training courses