Job Description:
The Assistant Account Manager will be responsible for providing our contractor clients with an excellent customer experience throughout their time with Fenero.
Main Responsibilities:
* Providing fast and friendly responses to client queries by email and phone, and in line with our service delivery KPIs and targets;
* Escalating technical queries as appropriate to our accounts & bookkeeping teams to effectively and efficiently resolve client queries;
* Working closely with the CX Onboarding Team to ensure an excellent handover of the customer from initial onboarding stage into our ongoing service delivery;
* Bring a highly customer-centric mindset and focus into all touchpoints with customers to support our business goals of providing a best-in-class customer experience;
* Being a key first point of contact for a portfolio of limited company clients from the point they are set up as a client, and providing proactive, fast and friendly support;
* Providing information on payroll, bookkeeping, expenses, invoices and VAT return processes and How to technical support on using our online customer platform, my Fenero;
* Assisting clients with administration support aspects of formal letters and statutory filings;
* Identifying and implementing CX and operational improvement opportunities to support the continuous improvement goals of the Division.
Requirements:
* An enthusiastic, high-energy person with a growth mindset.
* A strong attention to detail and the ability to prioritise tasks effectively.
* A flair for dealing with people and the motivation to create a best in class customer experience for clients.
* Ambitious and enjoy working in a challenging but exciting environment.
* Committed to continuous learning and development and are energised by supporting and driving ongoing business and operational change and improvement activities.
* An interest in the financial sector and are capable of developing sector specific knowledge via the training that we will provide, in order to develop your understanding and knowledge to be better able to achieve our business goals.
Experience and Skills:
* Previous experience working in a customer support or administrative role in a fast-paced professional or financial environment.
* Strong personal organisation and time management skills, with the ability to prioritise work effectively.
* Excellent communicator and excellent standards of written English.
* Highly motivated team player with a positive attitude.
* Ability to build rapport easily with clients and third parties.
* A strong attention to detail and understanding of the importance of processes, with high levels of accuracy in all work.
* An interest in the financial sector with the ability to develop knowledge about our invoicing, payroll, bookkeeping, accounts and expenses processes.
* Knowledge of customer support ticketing systems, e.g. Zendesk, is an advantage.