1960 Customer Inquiries jobs in Wigan

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Customer Support Specialist, you'll be the first point of contact for our customers and you’ll be helping solve any queries and help troubleshoot any problems. Put simply, our Customer Support Specialists are the digital face of Kroo!

We believe our people and culture are what makes Kroo different, so we’re keen to promote people development within the company so you’ll also get the chance to broaden your skill-set and experience. We work in cross-functional collaborative teams, so you’ll also work alongside our product teams and developers to improve the customer experience on a day-to-day basis as well as the wider organisation.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

Here's what you will be doing:

• Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
• Be the first port of call for customer complaints and concerns to make sure that they're treated fairly
• Show proactiveness and ownership skills to solve customer problems
• Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
• Identify customers who might be vulnerable and ensure we support them when needed
• Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Understand, prioritise and escalate customers' feedback and feature requests to the product team
• Support other members in the Operations team by being a point of contact and mentoring new joiners.

Requirements

We’re looking for someone who:

• Has front line or back office banking experience
• Has experience in customer service in the financial services industry
• Is interested in how technology can improve people's lives
• Enjoys the startup environment
• Is customer focused
• Has a high level of organisation
• Has excellent written and verbal communication skills
• Has a high level of empathy and the ability to connect with other people

Benefits

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central Manchester.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

About Our Process:

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 45 mins
• Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Manchester is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6 am to 10 pm.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.

Portfolio are proud to be working with our client, an Award winning, global professional services provider based in Manchester city Centre. Due to expansion within the team, they are looking for an experienced customer service Agent to support the Onboarding Account Managers in dealing with new clients to the business. You will be answering queries and helping them to navigate the software and system so being IT savvy and being able to pick up new systems would be helpful! You will also be contacting and offering additional training to disengaged users. This will contribute to increased engagement and retention rates and improve client sentiment and online reputation. This is a varied and fast paced role, so if you are up for the challenge, apply today and we'll be in touch!

Main Responsibilities

• Provide an excellent customer service and software support to our new and existing BrightHR clients
• Carry out pro-active calls to arrange on-board appointments with an on-boarding specialist
• Use software including but not limited to Calendly and salesforce to keep an accurate record of appointment times
• Carry out pro-active waterproofing appointments to maintain a low level of cancellations
• Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system
• Ensure all Service Level Agreements are adhered to at all times
• Meet and exceed all Key Performance Indicators
• Contribute to team targets, paying particular attention to customer experience and feedback

Skills and Experience

• Customer service experience is essential
• The ideal candidate will have experience of working in an out-bound, telephone based role
• Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
• The ability to work in a fast paced environment
• Able to adapt to change
• Can take responsibility of own product knowledge
• Able to communicate at different levels throughout the business

Benefits

• Profit share scheme
• 25 days' holiday, plus bank holidays
• Day off on your birthday
• Perkbox discounts
• Holidays increase after 2 and 5 years' service
• Pension Plan and Life Insurance
• Access to Employee Assistance Programme

50187LF

INDMANJ

Portfolio are proud to be working with our client, an Award winning, global professional services provider based in Manchester city Centre. Due to expansion within the team, they are looking for an experienced customer service Agent to support the Onboarding Account Managers in dealing with new clients to the business. You will be answering queries and helping them to navigate the software and system so being IT savvy and being able to pick up new systems would be helpful! You will also be contacting and offering additional training to disengaged users. This will contribute to increased engagement and retention rates and improve client sentiment and online reputation. This is a varied and fast paced role, so if you are up for the challenge, apply today and we'll be in touch!

Main Responsibilities

• Provide an excellent customer service and software support to our new and existing BrightHR clients
• Carry out pro-active calls to arrange on-board appointments with an on-boarding specialist
• Use software including but not limited to Calendly and salesforce to keep an accurate record of appointment times
• Carry out pro-active waterproofing appointments to maintain a low level of cancellations
• Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system
• Ensure all Service Level Agreements are adhered to at all times
• Meet and exceed all Key Performance Indicators
• Contribute to team targets, paying particular attention to customer experience and feedback

Skills and Experience

• Customer service experience is essential
• The ideal candidate will have experience of working in an out-bound, telephone based role
• Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
• The ability to work in a fast paced environment
• Able to adapt to change
• Can take responsibility of own product knowledge
• Able to communicate at different levels throughout the business

Benefits

• Profit share scheme
• 25 days' holiday, plus bank holidays
• Day off on your birthday
• Perkbox discounts
• Holidays increase after 2 and 5 years' service
• Pension Plan and Life Insurance
• Access to Employee Assistance Programme

50187LF

INDMANJ

Portfolio Group are proud to be exclusively representing our client in their search for a Customer Solutions support Specialist. Working with the Customer Solutions Team, you will be triaging the email inbox, logging complaints and allocating to the team, checking if you can resolve the issue rather than escalate to the team, and all associated admin. This is a varied, fast paced role within a small, friendly, supportive team that can offer a clear progression pathway! We are looking for someone with amazing customer service who will go above and beyond to resolve issues for clients. If you have the relevant experience and are looking for a new challenge, please apply today and we'll be in touch!

Customer Solutions Support Specialist - Manchester City Centre

25,000

Role Description
In a fast paced, global business, provide a best-in-class service to new and existing client. Support the Customer Care Specialists by investigating and accurately recording client queries and requests for support on Salesforce. Contribute to the business's Super Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.

Main Responsibilities
* Provide an excellent customer service to new and existing BrightHR clients
* Understand all client databases and systems to adequately access the client and service information.
* Maintain client profile including changes to company name, address, contact details and change in employee information and undertaking investigations where appropriate.
* Conduct a thorough fact find with each enquiry or service issue and ensure that cases are logged accurately in Salesforce, to support the Customer Care specialists in complaint management and resolution
* Support our post-sales processes by engaging with the client on the phone and by email who raise concerns or queries in the first 90 days of their agreement
* Rescheduling of cancelled appointments
* Management of client task lists
* To receive client and consultant telephone & email enquiries and resolve in line with internal SLAs or ensure escalation to the correct team, to resolve within internal SLAs.
* To liaise with the Business Development Manager or Service department regarding clarification of the clients contracted service provision.
* Provide feedback to line managers to help improve processes and promote best practice.
* To provide comprehensive support to clients on the services they have and look for opportunities to expand the clients services.
* Accountability for obtaining a prompt response to client queries, complaints and requests to cancel.

Skills and Experience
* Customer service experience is essential
* Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
* The ability to work in a fast paced environment
* Able to adapt to change
* Can take responsibility of own product knowledge
* Able to communicate at different levels throughout the business

Benefits

• 25 days' holiday, plus bank holidays.
• Day off on your birthday.
• Perkbox discounts.
• Holidays increase after 2 and 5 years' service.
• Pension Plan and Life Insurance.
• Free on site gym
• Access to Employee Assistance Programme.
• Profit Share Scheme - Annual bonus

INDMANJ

50130LF

• Provide high-level support to customers across multiple channels.
• Investigate and resolve complex customer issues and complaints.
• Escalate unresolved issues to appropriate teams with comprehensive documentation.
• Develop and maintain customer support documentation and FAQs.
• Train and mentor new members of the customer support team.
• Monitor customer feedback and identify areas for service improvement.
• Contribute to the development of support strategies and best practices.
• Ensure adherence to service level agreements (SLAs).
• Collaborate with cross-functional teams to resolve customer issues effectively.
• Maintain accurate customer records and interaction logs.

• Proven experience in a customer service or support role, preferably in a senior capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Experience in a hybrid work environment is beneficial.
• A commitment to delivering exceptional customer service.

• Provide first-line technical support to customers via multiple channels (phone, email, chat).
• Diagnose and resolve customer-reported technical issues with software and hardware.
• Guide customers through product features, troubleshooting steps, and setup processes.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical problems to senior support staff or relevant departments.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify trends in customer issues and provide feedback to the product team.
• Maintain a high level of customer satisfaction through efficient and professional support.

• Proven experience in a customer service or technical support role.
• Excellent problem-solving and diagnostic skills.
• Strong communication and active listening abilities.
• Proficiency in using CRM software and helpdesk systems.
• Ability to work independently and as part of a team.
• Familiarity with common operating systems and software applications.
• High school diploma or equivalent; further technical qualifications are a plus.

• Provide advanced technical support to customers via phone, email, and chat.
• Investigate and resolve complex customer issues, escalating when necessary.
• Develop and maintain comprehensive support documentation and FAQs.
• Mentor and train junior customer support representatives.
• Analyze support ticket trends to identify areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage customer relationships and ensure high levels of satisfaction.

• Proven experience in a customer support or technical helpdesk role, with at least 3 years in a senior capacity.
• Strong understanding of IT support principles and troubleshooting methodologies.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and helpdesk ticketing systems.
• Problem-solving attitude with a keen eye for detail.