Job Description
This is an exciting opportunity for an experienced customer service expert to join an innovative and expanding group of companies.
The Company
QUBA Solutions is a specialist invoice finance company that provides a product specifically tailored for the recruitment industry. It enables talented recruiters to start up their own businesses by providing the finance and back office. QUBA was founded by three recruitment entrepreneurs in 2015, a hybrid Fintech company is the best description, embracing technology with a human touch.
The Position
A clear strategy and focus for QUBA solutions is the maintaining of excellent customer service alongside market leading retention levels. Our clients are what makes QUBA the leading recruitment finance provider in the market, simply put: we provide fantastic customer service. You would be responsible for maintaining and developing existing relationships utilising Teams, email and all relevant media, with a real emphasis on enhancing and developing these relationships. You would educate and market the solutions we offer to our recruitment clients, ensuring any feedback is escalated to management to potentially improve or enhance our technology offering.
Responsibilities
* Become knowledgeable about QUBA Solutions with a good understanding of our products, services and the invoice finance process.
* Answering all incoming calls and support in resolving queries; escalate as required.
* Manage a portfolio of existing clients. Responsible for building and maintaining strong relationships with QUBA Solutions clients, ensuring they are satisfied with our service and products.
* Be the first point of contact for answering basic recruitment client and service-based questions or queries. Taking time to build rapport and engage with clients via all communication channels.
* Draft renewal contracts for existing agencies, liaising with Customer Success partner for relevant recruitment agency information.
* Once provided from the Business Development Executive, Aid with the completion of onboarding new clients, to ensure all aspects of an agency joining is actioned and in a timely manner.
* Continuing the post-sales set-up of a new agency – including creating logins for agency users.
* Send appropriate legal contracts and explain processes and procedures in line with QUBA's standard operating procedures.
* Monitor and review the agency sales ledger to identify increase in credit limits.
* Liaise with our risk team sending any breaches where appropriate and ensure the agency partner understands the reasoning behind this.
* Assist the Payroll department with “payroll queries” and “bank failures”.
* Complete proof of ‘Right to work in the UK’ checks in-line with legislative requirements for Quba Principal PAYE candidates.
* Monitor and manage the Customer Success email inbox – responding to emails or escalating to Customer Success Manager to respond or deal with if appropriate / applicable.
* Understand the key risks that affect Quba Solutions and act in a way that protects the companies interests at all times.
Key Skills and Experience
* Experience in portfolio management or worked for / working in a forward thinking "modern" "fintech" customer service or customer success role.
* Excellent customer service skills, dealing with objection handling, manage complaints, and escalation of complex queries.
* Thinking "outside the box" we want passionate, creative individuals who can carve out and enhance the customer journey of our recruitment partners, constantly questioning why they are doing something and finding innovative ways to improve the service.
Benefits
* Company pension
* Cycle to work scheme
* Gym membership
* Free on-site parking
* Company events
* Health & wellbeing programme
* Life insurance
* Paid volunteer time
* Referral programme
* Sabbatical
Experience
* Customer service: 1 year (preferred)
Work Location
* In person (Eastleigh, SO53 3TG)
Job Types: Full-time, Permanent
Pay: £24,000.00-£27,000.00 per year
Schedule:
* Monday to Friday
Work Location: In person
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