Client & Customer Support Executive

The Company

We are seeking to appoint a Business Operations Executive (12 Month FTC) for our client who sits firmly in the fin-tech market where they have close relations with national and international financial giants and industry leaders. With their diverse range of projects, they strive to combine the best talent across disciplines such as Engineering, Architecture, Design and Product Strategy with cutting edge technology.  The company goals are ambitious, and the pace is quick and so they are seeking to recruit people who are not afraid to challenge the status quo and can help to achieve the company mission of delivering the best loyalty programmes around the world.

Benefits

• 25 days annual leave (plus public holidays)
• Pension Scheme
• Company holiday between Christmas & New Year (extra 3 days)
• Private healthcare
• Early finish on the last Friday of the month (3pm)
• Ability to buy and sell holiday days as well as the ability to bank days (tenure dependent)
• Cashback/discount shopping site (Perks at Work)
• Hybrid working
• Variety of social events throughout the year

The day-to-day

The Business Operations Support Services team aims to be a Centre of Excellence within the company, supporting all Retailers, Publishers, Suppliers, and internal colleagues by providing first class customer service at every interaction.

The role holder work within a Team who are responsible for all operational activity including.

• Retailer onboarding
• Offer Set Up / Campaign Management
• Quality Control
• System, Training and Enhancements
• Client / Customer Support

The Role

The successful candidate will be responsible for delivering highly targeted communications to millions of consumers in support of driving engagement in the company’s loyalty programmes. They will be in-house expert on all communication channels including email, SMS and mobile, the member base and levels of engagement within the programmes

Offer Management

• Ensure the accuracy and delivery for the company’s Clients within SLA, marketing calendar, and campaign brief deadlines.
• Developing and maintaining a close working relationship with the Client Services and Publisher teams
• Manage own workload in an efficient and timely manner

Quality Control

• Conducting regular quality checks to identify any issues or inconsistencies
• Focus on reducing the amount of customer impacting issues
• Operating a ‘right first time’ policy

Client Support

• Continuous Improvement or bug fix documentation/escalation
• Participate as the subject matter expert and engage with internal and external stakeholders
• Customer issue resolution, providing escalation support for our external Clients frontline support teams
• Efficiently deliver accurate reporting
• Demonstrate a good understanding of other systems used and understanding of how to resolve any issues
• Suggesting system enhancements to processes proactively identify Client impacting risks

Requirements

• 2+ years of relevant experience in a Service/Operational role
• Qualified with GCSE English and Mathematics (or equivalent)
• Team-oriented, personable individual with the ability to develop relationships with staff members across all levels of the organisation
• Has a desire and ability to quickly become the subject matter expert on product features
• Competent in Microsoft Office
• Creative flair for solutions as well as keen eye to spot a broken process/loophole
• Excellent administrative and organisational skills with the ability to manage multiple tasks simultaneously.
• Exceptional written and verbal communication skills and numerically confident

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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