Customer Support and Verification Executive (12 months FTC)

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary:

Working in a high-volume target driven environment, to contribute to supplier retention through verifying supplier submissions in a timely and accurate manner, resolving issues and rejections in a pro-active way.

To take ownership and deliver outstanding levels of customer service and technical support when dealing with customer enquiries received through a variety of channels (phones, emails and chat) by providing highly knowledgeable and solution-orientated support.

Job Responsibilities:

• To accurately verify documents submitted by suppliers, based on set-criteria and in-line with the agreed processes, providing support and guidance throughout the process.
• To make outbound calls in an efficient and timely manner to support customers with their submissions either by requesting data updates, providing further information, or resolving issues, escalating where applicable.
• To help customers troubleshoot issues they encounter while using our platforms and provide actionable solutions to resolve their problems across the different channels we support.
• To take ownership of a customer’s query and provide resolution on first contact where possible, or to follow up with customer to ensure full resolution of issue.
• To provide accurate responses to customer queries, seeking clarification where required to ensure the correct response is provided.
• To ensure an outstanding level of quality and customer service is achieved when speaking to customers via all communication channels in line with our policies.
• To work within the KPIs set and self-manage personal performance against business and personal targets set.
• To meet regularly with their team-lead to give feedback and help improve the customer support culture, response times and tools to improve our internal and external experience.
• To support the Team Leaders and Team Members with a positive attitude and willingness to achieve a high standard of working practice.
• To support new starters with training and mentoring where requested.
• To work closely with other teams, and support when required, to ensure a positive customer experience.

Knowledge, Skills, Experience and Qualifications:

• Minimum 1-2 years’ experience in a busy office administration/technical support type role working across different systems, with the ability to learn and understand new systems quickly.
• A customer-centric approach with strong listening, questioning and problem-solving skills.
• Attention to detail with good administrative and organisational skills, ability to prioritise.
• Ability to work under pressure and to multi-task across the different channels.
• Positive, self-driven and results orientated whilst working well as part of a team.
• A passion for technology.