Client support (key accounts)

Why Amiqus?

• We support remote, hybrid and flexible working, ensuring you’re provided with the equipment you need to create a comfortable home-office environment
• Access our HQ in Edinburgh / workspaces around the UK with team off sites 
• A collaborative, cross functional (pet friendly) environment working in small teams with autonomy enabling you to deliver meaningful and impactful work
• We offer Vitality private health cover and other private health benefits
• 34 days annual leave
• 12 paid personal development days per year with additional personal training budget and resources allocated to help you learn and grow
• 5% matched contribution, share options and company-wide bonus scheme
• Enhanced modern family leave available to everyone

About Amiqus

Amiqus is a market leading, award winning compliance platform enabling simple, secure access to products and services online. Whether moving home, changing jobs or looking for professional help, we help make the process fast and easy for everyone involved.

We are recognised as one of the UK’s 50 fastest growing tech companies, as ranked by Deloitte Fast50 and part of Tech Nations Future Fifty cohort for 2024.We’re trusted by the Government, NHS and over 600 organisations across sectors in the UK to help people get to work on the things that matter, faster.

What’s important to us? investing in our people, platform and partners to grow an aspirational workplace and a profitable business at scale, creating impact and affecting systems level change, across sectors, borders and economies.

We’re currently around 65 people strong, working in cross functional teams spread across the UK. We expect to double in terms of our scale and impact over the coming twelve months so it’s an exciting time to join us and be a part of our growth.

About the role

We seek a highly skilled Client Support Specialist to join our dynamic client support team, which will be office-based in our Edinburgh HQ. The successful candidate will be responsible for providing top-tier support to our premium clients and aiding in managing and processing sensitive data-containing documents. Unlike other roles within the organisation, this position necessitates an on-site presence to meet these specific requirements. This role requires a proactive and customer-focused individual who can uphold our commitment to delivering exceptional service while ensuring service level agreements (SLAs) adherence.

The key responsibilities will include:

Client Interaction:

• Serve as the primary point of contact for premium clients, delivering timely and personalised support to resolve their inquiries and issues effectively.
• Maintain a deep understanding of our products and services, our clients, and their respective sectors to provide bespoke, expert-level assistance and advice.
• Provide technical support and troubleshooting assistance to resolve issues efficiently.

Ticket Management:

• Respond promptly and professionally to premium client inquiries through our online ticketed support system, email and phone.
• Apply your analytical skills and problem-solving abilities to assist clients with their inquiries and support requests effectively and efficiently.

Client Education:

• Educate clients on product features, functionalities, and best practices to optimise their experience and success.
• Develop and maintain support documentation, including support articles and user guides, to empower clients to troubleshoot common issues independently.
• Arrange meetings and training sessions with our premium clients to gain a deeper understanding of how they utilise the product and ensure they are receiving maximum value from it.

Documentation Handling and Processing

• Manage the handling and processing of documentation containing sensitive data, such as disclosure certifications.
• Ensure accurate and secure storage of sensitive information
• Coordinate with relevant team members to ensure timely and efficient processing of documentation.
• Maintain strict confidentiality and compliance with data protection regulations

Quality Assurance:

• Ensure accuracy and thoroughness in all client communications and support interactions.
• Monitor client feedback to identify areas for improvement and implement corrective actions as needed.
• Contribute to the creation and maintenance of support documentation, including FAQs, troubleshooting guides, and best practices, to facilitate efficient issue resolution.

Cross-Functional Collaboration:

• Working collaboratively with the teams across the business to implement fixes; additionally, communicating with suppliers to promptly escalate and resolve issues.
• Support Client Relationship Managers by identifying potential commercial opportunities.
• Support the Onboarding Team with new client handover, utilising insights and guidance to facilitate a smooth transition for clients joining our platform.

About you

The key skills required to carry out this role:

Talented people make Amiqus and staying true to our culture is important as we continue to develop and grow. Most importantly, this role will be filled by someone who shares the same values and work ethic as we do.

Our interview process

We think it’s important to have an open and transparent interview process so that you have a clear understanding of what to expect. The process might vary slightly depending on the role type or team you apply to join but it usually goes as follows:

• Internal review of applications
• An initial chat about the role with a member of our People and culture team
• A more structured interview with the team manager and one other team member
• An informal chat with some other team members about the opportunity OR a task based interview with clear direction given
• Role offer
• Onboarding welcome and process kick off with support across the team

Diverse perspectives and people of all backgrounds are welcome at Amiqus. We recognise that building an inclusive workplace requires proactivity and commitment. We acknowledge our moral and legal responsibilities to promote equal opportunities and pursue equality in all of our work.

If we can make preparations to make sure you have a positive interview experience, please let us know.

If this is you and the role sounds like something you would be interested in,  please contact [email protected] for a confidential discussion and attach an up-to-date CV / portfolio.

As you might expect, we care about privacy and we have a privacy policy specific for job applicants which explains how we handle your information and data.