Assistant Customer Support – JOB DESCRIPTION QCS OVERVIEW Quality Compliance Systems (QCS) maintains a clear market leading position in the UK Care sector. The service provides access to the most comprehensive set of customised Care sector policies, procedures and mock inspection toolkits in a software offering. QCS strives to build a trusted and respected brand based on the quality of our products. We are committed to helping everyone who cares to do a great job. Joining QCS is an opportunity to be part of an organisation that values our people as our greatest asset and is a respected innovator in the Care sector. DEPARTMENT OVERVIEW The Customer Experience team at QCS is a fast-growing team, we are on a journey to create a world class Customer Success team we are flexible, energetic individuals who welcome the challenge of meeting the needs of a growing customer base. We are a connecting team in QCS, we are the best source of customer insight and we share it widely with others. We work together to share our best practices and expertise to resolve customer queries efficiently. We focus on reducing our customers’ friction points creating a smooth journey. We are innovative and creative in our approach to problem solving, using all tools at our disposal to ‘Get Things Done’ and ‘Make Things Better’ for our customers. We handle queries through phones, emails and social media and are expanding to other channels in the near future, to make sure we are available for our customers how and when they need us. PURPOSE OF THE ROLE Reports to: Onboarding Team Lead The Assistant Customer Support role is essential in providing excellent support and ensuring customer success with our product. They are the first point of contact via phone, guiding customers to the best solutions and escalating queries to relevant teams when needed. As part of the Customer Experience Team, they represent the customer's voice, gathering insights to improve our product and the overall customer journey. KEY ACCOUNTABILITIES First point of contact for incoming customer calls. Capture call insights and raise cases in Salesforce. Triage calls and escalate where necessary. Ensure calls dealt with within set SLAs. Developing and storing customer records in Salesforce to ensure accuracy and reliability of data. Maintain existing customer success metrics. Answer queries relating to technical use of the software system and policy updates. Ensure all customers are aware of and use the benefits of our software and policy documents. Collaborate, problem solve and communicate with colleagues daily. SKILLS Be confident and able to speak with all customers regardless of their role within an organisation. Experience in a customer facing role. Strong verbal and written communication. Active team player and self-starter. Possess excellent IT skills with the ability to work across multiple systems seamlessly. Is an excellent communicator and relationship builder. Demonstrates good time keeping habits, can work unsupervised. Will express their own views and constructively challenge with alternative views appropriately. Possesses a positive and resilient attitude with a high level of self-motivation. Demonstrates a high level of emotional intelligence. BEHAVIOURS Reputation for excellence Being passionate about the QCS brand. Committed in heart and mind. Striving towards a reputation inside and outside QCS for excellence. Easy to work with Be known for making things happen through great service. Having a supportive and approachable manner where our first response is ‘yes, we can make it happen’ and make it easy for customers and colleagues to understand what we do and how we add value. Teamwork Demonstrate the ability and desire to work cooperatively with others. Accountability Having the courage to be responsible for the decisions made, being bold and challenging the way we do things all the time, with a view to making us succeed and being accountable for results. Personal Discipline Keeping a schedule and organised work day, respecting deadlines and managing time effectively. Proactivity Acting in advance of a situation, taking control and making things happen. Proactive people generally do not need to be asked to act, or do they require detailed instruction. Curiosity Future-focused, inquisitive and open-minded; seeks out evolving and innovative ways to add value to the organisation. STRATEGIC OUTCOMES AND MEASURABLES Strategic Outcomes Measurables To manage incoming queries from customers via our telephony system. Ensuring a high level of service and first contact resolution. Inbound calls, to be handled in under 8 minutes average To be a positive representative for the company delivering outstanding customer service To achieve an NPS of over 50 (1 year company target 70) To take full ownership and accountability for resolution of customer queries To maintain a Trustpilot score of at least 4.5 and Google rating of 4