Customer Support Advisor

About the role

Moorepay makes payroll and HR easy for thousands of UK businesses and has done for over 50 years. With an ambitious growth plan, this is an exciting time to join the Moorepay team: to build a career, drive change, and help supercharge our customer support. If you love the idea of working in a customer-centric, people-focused, fast-paced and data-driven role, then we want to hear from you!

As a Customer Support Advisor, you’ll support customers using Moorepay’s HR and payroll software, helping resolve queries and ensuring they get the most value from the platform. You will help improve the product by raising issues and new functionality requirements. You will be a subject matter expert on our applications and focused on service delivery to provide a great customer experience

Key Responsibilities

• Manage customer queries via Zendesk and phone, resolving issues within SLAs

• Take ownership of the customer journey, ensuring a high quality experience

• Troubleshoot application issues and support customers in using the platform effectively

• Work closely with internal teams including Technical Support, Sales and Customer Success

• Log all interactions accurately and provide clear updates to customers

• Raise bugs and suggest product improvements

• Share knowledge with the team and stay up to date with product updates and industry changes

• Support continuous improvement in service delivery and customer experience

This is a hybrid role with three days a week based in our Swinton office. Some travel to other offices may be required from time to time.

Skills & experience

• You will have experience of working with applications.
• You have previously worked with SaaS products.
• You are an analytical thinker with an innovative approach to problem solving.
• You can work to deadlines with appropriate prioritisation.
• You can take ownership of decision making when required.
• You are comfortable working with others, building effective working relationships with clients and colleagues.
• You have excellent communication skills, both written and verbal.
• You embrace change as technology, products and services evolve.

Benefits & culture

Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself!

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

• A career packed with opportunity, in a stable and growing company.
• A comprehensive programme of learning and development.
• Competitive base salary.
• 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension with up to 8.5% employer contributions.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.