Description
As a Senior Client Services Executive at Tillo, you'll not only be the voice of our customer but a key leader within the team, driving process improvements, mentoring team members, and taking ownership of critical projects. You'll ensure best-in-class Service Delivery and proactively seek ways to enhance the experience of our clients, while leading the team in implementing collaborative solutions for all of Tillo’s services.
You will join a world-class team that connects our customers to rewards and incentives from over 2,000 brands via our seamless, easy-to-use API. As a Senior Client Services Executive, you'll be responsible for elevating customer service by handling complex queries, delegating within the team, and ensuring the successful delivery of projects and initiatives across the business.
We’re the market leader in the UK and are active in several international markets, including Europe, Australia, India, and the US. This role will play a key part in continuing our expansion by ensuring our customer service meets the highest standards globally.
The working hours for this role are Monday - Friday 9am - 5:30pm, working from our Hove office on Tuesdays & Thursdays.
If successful, you will
* Lead projects within the Client Services team, identifying and delegating tasks across the Operations team to ensure smooth delivery of key initiatives.
* Confidently take ownership of work, projects, and responsibilities, ensuring they are completed to the highest standard and identifying opportunities to improve processes.
* Automate processes where possible to improve efficiency within the team, ensuring smoother service delivery and more streamlined operations.
* Mentor and support team members, using your expertise to help them grow in their roles and develop new skills, ensuring they can contribute to the success of the team.
* Build and maintain reports in Zendesk, configuring dashboards and supporting the Client Services Manager in analyzing data to track performance against KPIs, OKRs, and SLAs.
* Lead internal and external meetings, including those with senior stakeholders, ensuring clear and effective communication, and driving actions to completion.
* Regularly review and improve processes, collaborating with other teams where necessary. You’ll take ownership of creating and maintaining process documentation to ensure consistency and efficiency.
* Work closely with the Client Services Manager and other teams to identify key areas for service improvement and lead regular meetings with key clients to ensure their needs are met, and with Suppliers to ensure high quality service delivery.
* Handle escalations with confidence, using your expertise to manage challenging situations and deliver positive outcomes for our clients.
* Manage fraud and payment disputes, leveraging your experience to resolve these issues efficiently and effectively while maintaining excellent customer relations.
* Create customer-facing content in Zendesk Guide to assist our brands and partners in self-diagnosing common queries and issues.
* Possess a strong understanding of security and data protection regulations, such as ISO standards and GDPR. You ensure that all processes and documentation are compliant with these regulations, working closely with relevant teams to maintain security best practices.
About you
* You're proactive and confident in taking ownership of tasks, driving improvements, and delivering excellent customer service. You enjoy mentoring others, leading by example, and helping the team grow while delivering successful outcomes.
* You’re highly organized and adept at balancing multiple priorities, from resolving escalations to automating processes that enhance team efficiency.
* You have experience working with data, using tools like Zendesk Explore to create meaningful reports that track and improve performance.
* With strong communication skills, you’re comfortable working with both internal and external stakeholders, and you have a talent for managing sensitive situations such as fraud or payment disputes.
* Your attention to detail, problem-solving mindset, and ability to adapt in a fast-paced environment set you apart.
There are a few things that would help you stand out, but aren’t essential (so please don’t hesitate to apply even if you don’t have these!):
* Previous experience in delivering SaaS
* Project management experience
* Account management or commercial experience
* Presentation skills
* Experience using automation and AI tooling
Benefits
We offer all our employees trust and empower our team to work with flexibility and autonomy. We’re a close-knit team and love working collaboratively, with our hybrid model, our team can come together at our fantastic office in Hove, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:
* 26 days annual leave plus Bank Holidays
* Annual Bonus Scheme
* Designated Shares Options for all employees
* Private healthcare
* Enhanced Family Leave Policy
* Quarterly staff engagement surveys - to listen and act on the employee voice.
* Regular employee wellbeing activities, including company lunches and away days where we do everything from helping local charities to traditional team building activities
* Retail discounts
* Raising money for a charity outside of work? We’ll match your donation with our charitable matching contribution
* Well stocked drinks fridge and snack cupboards
* Cycle to work scheme
Tillo: people-centered, success-driven
We're in the business of rewards and incentives, so we know a thing or two about the importance of giving back. We can't grow as a business without growing as individuals, so we are committed to providing a workplace where passionate, driven individuals can thrive. We value collaboration, trust, positivity, and a willingness to learn - only by working as a team will we reach our goals.