Client support (key accounts)

£29,000

Full-time • Remote in UK or Edinburgh HQ

Closing date: July 5, 2024

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 and experienced Client Support Specialist to join our dynamic client support team. The successful candidate will be responsible for providing top-tier support to our premium clients and assisting in supervising and mentoring junior support staff. 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 Client Support Specialist will be integral to the Client Support Team, working closely with the Client Support Manager, informing them about the team’s progress and highlighting any issues or suggestions for improvement. They will provide monthly statistics and help with the team’s overall growth.

The key responsibilities will include:

Premium Client Support:

Serve as the primary point of contact for premium clients, delivering timely and personalised support to resolve their inquiries and issues effectively.
Respond promptly and professionally to client inquiries through our online ticketed support system, email and phone.
Maintain a deep understanding of our products and services, our clients, and their respective sectors to provide bespoke, expert-level assistance and advice.
Apply your analytical skills and problem-solving abilities to assist clients with their inquiries and support requests effectively and efficiently.
Working collaboratively with the teams across the business to implement fixes; additionally, communicating with suppliers to promptly escalate and resolve issues.
Educate clients on product features, functionalities, and best practices to optimise their experience and success.
Lead meetings and conduct training sessions with our clients to gain a deeper understanding of how they utilise the product and ensure they are receiving maximum value from it.
Support Client Relationship Managers by identifying potential commercial opportunities.

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.

Team Supervision and Mentoring:

Assist the Client Support Manager in supervising and guiding junior support staff.
Provide ongoing training and mentorship to ensure team members possess the necessary skills and knowledge to deliver high-quality support.
Monitor team performance and provide constructive feedback to optimise productivity and SLA adherence.

SLA Adherence:

Collaborate with the Client Support Manager to establish and maintain service level agreements (SLAs) for response and resolution times.
Ensure all support inquiries are handled within the designated SLA timeframes, promptly escalating issues to meet client expectations.

Knowledge Sharing and Documentation:

Contribute to the creation and maintenance of support documentation, including FAQs, troubleshooting guides, and best practices, to facilitate efficient issue resolution.
Share insights and best practices with the support team to enhance overall performance and effectiveness.Reporting and Analysis:

Generate customised usage reports, configure workflows to meet premium client specifications, and ensure their current workflows comply with regulations such as Right to Work and Disclosure checks.
Generate regular reports for the Client Support Manager on support ticket volumes, response times, and client satisfaction levels, as well as other key performance indicators (KPIs).
Analyse support trends and identify areas for improvement, providing recommendations to the Client Support Manager for enhancing service delivery.

About you

The key skills required to carry out this role:

Prior experience working in a client-facing, compliance-focused environment, and preferably, possess premium or senior support experience. With a proven track record of providing high-quality support and commitment to delivering exceptional customer experiences.
Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
First-rate problem-solving skills and a proactive approach to issue resolution.
Analytical mindset with the ability to interpret data and generate actionable insights.
Strong organisational and time management skills to manage multiple tasks and priorities simultaneously, ensuring they are always on top of their responsibilities and deliverables.
Effective leadership and supervisory skills, with the ability to mentor and motivate team members effectively.
Proactive attitude and resourcefulness, which enables them to be highly adaptable and accountable.
Proficient with Microsoft Office (or equivalent).
Familiarity with support ticketing systems and CRM software (Zendesk and Hubspot) is advantageous.

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.

Staff Onboarding

Client Onboarding