Who are Eque2? Eque2 provides financial, contract management, and estimating software tailored for construction businesses, standing out as market leaders in our field. With a customer base exceeding 3,000 and experiencing rapid expansion, we operate from offices in both Maidenhead and Newcastle. We are proud to announce that we've earned the "Great Place to Work" certification for two consecutive periods: April 2023 to April 2024, and now May 2024 to May 2025. Position Summary We are seeking a Customer Care Manager with 2 years or more experience in SaaS/ERP software. You will be dealing with customer questions, comments and complaints based in our Maidenhead Head Office four days a week. You must possess excellent communication and organisational skills, initiative, resilience, and assertiveness, confidently engaging with customers. Ultimately, you will help establish and reinforce our reputation as a company that offers excellent customer experience during all sales and after-sales processes. Key Accountabilities Be a trusted advisor to our customers - support our customers resulting in a healthy customer relationship Own the inbound customer queries, responding in a timely and accurate way, via phone/email ( and possibly chat in the future) Follow up with customers and internal stakeholders, owning the query to ensure customer issues are resolved and the customer receives Identify customer needs and help customers use specific features, helping them realise the full value of their Eque2 solution(s) Update our internal databases with information about customer queries and all key discussions and actions internally and externally (customers) Monitor customer complaints on social media and reach out to provide assistance (currently we do not have a large presence on social media but this will form a part of the role in the future) Gather customer feedback and share with our Product, Sales and Marketing teams (for example, collate information and report into product malfunctions and enhancements uncovered through customer conversations) Knowledge, Skills & Experience Managing customer comments, feedback, non technical queries and complaints via email and telephone Proven record in managing complex customer queries demonstrating excellent communication and problem-solving skills Strong stakeholder management – allowing you to engage with various personas and adjusting the communication style/approach to achieve your objective(s) Ability to manage own time/diary, and able to prioritize according to our business or the customers’ needs. A proactive approach, working with internal and external stakeholders Ability to understand the root problem behind a specific requirement and the ability to articulate where our product assist with solving said problems A solid level of experience with the MS Office Suite (Word, Excel, PowerPoint) and MS Teams Experience and disciplined adoption and maintenance of a CRM system Other This role does not require management of staff members Based in Maidenhead office 4 days a week Flexibility to travel (UKI) if required Hold a full UK driving license Overnight stays may be required on occasion What we offer Competitive base salary and performance related pay 25 days holidays and an additional day for your birthday off 2 paid Volunteer days Generous Pension Enhanced Maternity Pay Enhance Paternity Pay Electric Vehicle Scheme Cycle to Work scheme Perk box – includes a wide range of incentives such as gym memberships and free online workout classes Healthcare plan Employee Assistance Programme (EAP) Point, etc.) Closing date for applications Tuesday 21st January 2025. Please note we may close this vacancy earlier if we receive a high number of applications