53 Customer Service Positions jobs in Girton

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnosing and resolving technical issues related to our products and services.
• Guiding customers through product features, setup, and troubleshooting steps.
• Escalating complex technical issues to higher-level support or relevant departments when necessary.
• Documenting customer interactions, issues, and resolutions accurately in the CRM system.
• Providing feedback to the product development team on common customer issues and suggestions for improvement.
• Maintaining a high standard of customer service and ensuring customer satisfaction at all times.
• Keeping up-to-date with product knowledge and technical specifications.
• Adhering to company policies and procedures for customer support.
• Contributing to a positive and collaborative team environment.

• Lead, train, and motivate a team of customer service representatives to achieve service excellence.
• Oversee daily operations of the customer service team, ensuring efficient query resolution and support.
• Handle escalated customer complaints and complex issues, providing timely and effective solutions.
• Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Implement and enforce customer service policies and procedures to ensure consistency and quality.
• Conduct regular performance reviews and provide constructive feedback and coaching to team members.
• Identify training needs and coordinate development opportunities for the team.
• Contribute to the development of customer service strategies and best practices.
• Liaise with other departments to resolve customer issues and improve overall service delivery.
• Utilize CRM systems and other support tools to manage customer interactions and track issues.
• Analyze customer feedback and identify trends to recommend service improvements.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and mentoring skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to manage and resolve difficult customer situations effectively.
• Experience in remote team management is a significant advantage.
• Strong organizational skills with the ability to prioritize and manage tasks efficiently.
• A proactive approach to identifying and implementing service improvements.
• Familiarity with data analysis and reporting on customer service metrics.
• High school diploma or equivalent; further education or certifications in customer service are a plus.

Insignis Cash Solutions is a fast-growing, Cambridge and London based FinTech company looking for an enthusiastic individual to join our busy team. We are expanding, making this a perfect position if you’d like to have a significant impact on a company’s early growth and to develop your role and career as the business evolves. Our ideal candidate will demonstrate integrity, be detail oriented whilst also being personable and confident in building relationships with clients. You will be joining a team where your ideas will be welcomed and valued.

The position will be mixed working both remotely and, in our Cambridge, office located in the Innovation Centre.

Client Services Specialist Role:

We are seeking a friendly, highly skilled client services associate to make our clients feel valued and supported. In this role, your duties include fostering positive client relations, managing enquiries, and promptly directing customer complaints to relevant departments.

To be successful in client services, you should exhibit extensive experience in a similar role and demonstrate a client-oriented approach. A first-class client services representative builds positive business relationships and provides clients with individualised and professional support.

You will work in the Client Services team but will also work very closely with our Payments Team. Your role will be vital in actively expanding our client base and your team’s work will directly impact the company’s retention of clients and its growth.

Requirements

Key Responsibilities:

• Ensuring a positive and professional client service experience.
• Managing client inquiries via phone, email, or online
• Directing client complaints or complex queries to senior team members in a timely manner.
• Providing clients with technical assistance on products and services by explaining clearly how our systems work and to enable them to self-serve.
• Escalating issues to senior team members or line manager to enable prompt resolution.
• Building positive client relations by following up on active queries and confirming resolutions have been implemented
• Maintaining accurate client records and adhering to all documented processes and controls
• Identifying potential client services concerns and facilitating proactive intervention steps.
• Obtaining post-sales client feedback.
• Keeping track of new products on offer, as well as emerging trends in client services.
• Recommending product improvements based on client services feedback.
• Work closely with your team members and other departments to meet the needs of the client.

System & Process Improvement:

You will be using our systems and processes every day and hearing direct client feedback on our platform first-hand. We are always looking for ways to improve our systems to make a client’s journey more seamless and we will value your ideas on how to do the following:

• Make processes more efficient.
• Make processes easier for clients.
• Make the technology interface more user-friendly.

Qualifications and Skills

We work in an FCA regulated environment, so we need bright, high-quality individuals with:

• Honesty and integrity.
• Strong work ethic.
• Great communication skills.
• Attention to detail.
• Customer service experience.
• Excellent verbal and written skills.
• Capacity to excel in a fast-paced environment.
• Personable and friendly manner.    
• Great team player.

Any experience in the following would also be useful, but not mandatory, for the role:

• Financial or economic background or education.
• Familiarity with CRM systems and Query Management tools.
• An understanding of wealth management and financial advisory business.

We are always looking for new talent and we’re open to different levels of experience from any sector and from graduates to experienced workers. We want someone to enthusiastically engage with our business, the small team within it and the wider financial services marketplace. With a good work ethic and lots of enthusiasm there is real potential to grow and develop with us.

Insignis Company Culture

Our culture is founded on six core values:

• Integrity.
• Collaboration.
• Client Focused.
• Accuracy. 
• Partnership.
• Workload Tech-Led.

Benefits

• 25 days holiday (exc. Bank holidays)
• 5% Pension contributions
• Private medical insurance with Vitality
• Health cash Plan offering contributions to dental, optical and much more
• Enhanced Parental Leave
• Cycle to Work Scheme
• Monthly team lunches, quarterly company socials

Working Pattern

• Cambridge office based 3 days a week.

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards.
• Oversee the daily workflow of the customer service department, ensuring efficient handling of inquiries and issue resolution.
• Monitor team performance through key metrics such as response times, resolution rates, and customer satisfaction scores.
• Provide ongoing training, coaching, and feedback to team members to enhance their skills and performance.
• Handle escalated customer issues, providing prompt and effective solutions while maintaining customer loyalty.
• Identify trends in customer inquiries and issues, and collaborate with relevant departments to implement process improvements.
• Develop and update customer service procedures and policies to enhance service quality.
• Conduct regular team meetings to communicate updates, share best practices, and foster team cohesion.
• Ensure adherence to company policies and procedures, including data privacy and security.
• Contribute to recruitment and onboarding of new customer service team members.

• Provide advanced technical support and troubleshooting for our suite of software and hardware products.
• Respond to customer inquiries via phone, email, and chat, demonstrating a high level of professionalism and empathy.
• Diagnose and resolve complex technical issues, escalating to higher-level support or engineering teams when necessary.
• Educate customers on product features, functionality, and best practices.
• Create and maintain comprehensive documentation of support interactions, solutions, and FAQs.
• Contribute to the continuous improvement of support processes and knowledge base content.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Manage customer relationships, ensuring satisfaction and retention.
• Train and mentor junior support staff on technical issues and customer service protocols.
• Participate in product testing and provide feedback on usability and functionality.
• Handle customer complaints and navigate difficult situations with patience and expertise.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• A minimum of 5 years of experience in a technical support or customer service role, preferably within the tech industry.
• Proven ability to diagnose and resolve complex technical problems for software and/or hardware.
• Excellent communication, interpersonal, and active listening skills.
• Strong understanding of IT systems, networking concepts, and common software applications.
• Experience with CRM systems and ticketing platforms.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Proficiency in troubleshooting methodologies and root cause analysis.
• Strong organisational skills and the ability to manage multiple priorities.
• Experience in mentoring or leading a support team is highly desirable.