At a Glance
- Tasks: Support customers with application queries and enhance their experience with Moorepay products.
- Company: Join Moorepay, part of the Zellis Group, a leader in HR and Payroll services across the UK and Ireland.
- Benefits: Enjoy flexible working, 25 days leave, private medical insurance, and a supportive work culture.
- Why this job: Be part of a dynamic team focused on customer satisfaction and continuous improvement in a growing company.
- Qualifications: Experience with applications and SaaS products; strong communication and problem-solving skills required.
- Other info: Work hybrid from Birmingham, with a friendly team and a focus on mental health and inclusion.
The predicted salary is between 28800 - 43200 £ per year.
About the role
Moorepay, part of the Zellis Group, services businesses in HR and Payroll across the UK and Republic of Ireland. Thousands of organizations rely on our products and services to meet their HR and Payroll needs. With new investors and an ambitious growth plan, this is an exciting time to join the Moorepay team, build a career, drive change, and enhance our customer support. If you enjoy working in a customer-centric, people-focused, fast-paced, and data-driven environment, we want to hear from you!
In this role, you will report to the Customer Support Manager, providing support to customers with application-related queries and issues. You will communicate with customers, helping them utilize Moorepay products effectively. You will also contribute to product improvements by raising issues and suggesting new functionalities. As a subject matter expert on our applications, your focus will be on service delivery to ensure a great customer experience. You will work on a hybrid basis, primarily Tuesday to Thursday from our Birmingham office, with occasional travel to other offices.
Key responsibilities
- Working within a team alongside other Customer Support Advisors to ensure customer payrolls are managed timely, accurately, and securely.
- Owning, taking responsibility, and being accountable for the customer journey, ensuring service excellence.
- Responding to customer queries about Moorepay systems via Zendesk and telephone within service level agreements, aiming for customer advocacy and first contact resolution.
- Supporting customers on a service improvement plan by liaising with internal stakeholders across support, sales, customer success, marketing, and tech teams to manage payroll processes.
- Using Zendesk to record all client interactions.
- Creating knowledge articles for customers and colleagues to use in the help centre.
- Completing tasks accurately and efficiently, adhering to deadlines, policies, and procedures.
- Reporting system bugs and suggesting improvements to technical support.
- Sharing knowledge with peers to develop a team of system experts.
- Helping customers understand how to best utilize their Moorepay software to support their business needs.
- Updating internal and external customers on bug fixes and new features.
- Collaborating closely with Technical Support to investigate and resolve issues.
- Keeping up to date with technology trends, product enhancements, industry developments, and HR/Payroll legislation.
Skills & experience
You should have experience working with applications and SaaS products. You are an analytical thinker with an innovative approach to problem-solving. You can work to deadlines with appropriate prioritization, take ownership of decision-making, and build effective relationships with clients and colleagues. Excellent written and verbal communication skills are essential. You are adaptable to change as technology, products, and services evolve.
Benefits & culture
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham, and Kochi (India). We are passionate about making Moorepay a fantastic place to work. The average length of service is 12 years, reflecting our positive environment!
Our culture focuses on mental health support, maintaining a healthy work/life balance, and promoting equal opportunities and inclusion for all.
Benefits include:
- A career full of opportunities in a stable, growing company.
- A comprehensive learning and development program.
- Competitive base salary.
- 25 days annual leave, with options to buy more, plus your birthday off!
- Private medical insurance.
- Life assurance of 4x salary.
- Enhanced pension contributions up to 8.5% from the employer.
- A wide range of flexible benefits supporting financial and personal wellbeing, lifestyle, and leisure.
#J-18808-Ljbffr
Customer Support Advisor employer: Moorepay Limited
Contact Detail:
Moorepay Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor
✨Tip Number 1
Familiarise yourself with Moorepay's products and services. Understanding the specifics of their HR and Payroll solutions will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Brush up on your knowledge of Zendesk, as it's a key tool for this position. Being comfortable with this platform will allow you to manage customer interactions more efficiently and show that you're ready to hit the ground running.
✨Tip Number 3
Highlight your experience in customer support roles, especially in SaaS environments. Be prepared to share specific examples of how you've resolved customer issues or improved service delivery in previous positions.
✨Tip Number 4
Stay updated on the latest trends in HR and Payroll legislation. This knowledge will not only enhance your conversations with customers but also position you as a knowledgeable resource within the team.
We think you need these skills to ace Customer Support Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Support Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and your ability to work in a fast-paced, data-driven environment. Mention specific experiences where you've successfully resolved customer issues or improved service delivery.
Highlight Relevant Experience: In your CV, emphasise any previous experience you have with applications and SaaS products. Use bullet points to clearly outline your achievements and responsibilities in past roles, particularly those related to customer support.
Proofread Your Application: Before submitting your application, make sure to proofread it for any spelling or grammatical errors. A well-written application reflects your attention to detail and professionalism, which are crucial for a Customer Support Advisor role.
How to prepare for a job interview at Moorepay Limited
✨Know the Product Inside Out
Familiarise yourself with Moorepay's products and services. Understand how they benefit customers and be ready to discuss specific features or functionalities that you think could enhance user experience.
✨Demonstrate Customer-Centric Thinking
Prepare examples from your past experiences where you successfully resolved customer issues or improved customer satisfaction. Show that you can take ownership of the customer journey and advocate for their needs.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is essential, practice articulating your thoughts clearly. Be prepared to explain complex concepts in simple terms, as you will need to help customers understand how to use the software effectively.
✨Be Ready for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview where you’ll need to demonstrate your analytical thinking and innovative approach to problem-solving. Think about how you would handle common customer queries or technical issues.