Customer Solutions Specialist in Manchester

In a fast-paced, global business, provide a super-duper service to new and existing clients through critical care support, by identifying “at risk” accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increase engagement and retention rates and improve client sentiment and online reputation. Contribute to the business’s Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.

Day-to-day responsibilities include but are not limited to:

• Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised.
• Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced.
• Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk.
• Identify and pro-actively contact “at risk” clients to promote the benefits of our products and service and encourage implementation and usage.
• Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice.
• Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users.

Key requirements:

• Customer service experience is essential.
• The ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs.
• 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.

BrightHR Benefits:

• Enhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales).
• Private health care cover after 5 years’ service.
• New business referral scheme.
• Access to Health Shield.
• Access to the EAP service.
• Refer a friend scheme.
• Paid birthday leave.
• Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service.
• Group life insurance.
• Eye care contribution.
• Free fruit (office-based staff).
• Travel Season Ticket loan scheme.
• Milestone recognition.
• Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements.
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments.
• Park Inn 20% food and drink discount.
• New Century 20% food and drink discount.
• Revolution De Cuba 20% food and drink discount.
• Cycle 2 Work scheme* after probationary period.
• On site Gym.
• Bright Exchange perks.

Values & Behaviours:

• Living the company values of We care, We take action, we innovate, we inform, and we do the right thing.
• We lead by example and recognise those living our values.
• We drive the narrative by inspiring and engaging our team.
• We collaborate with rigor and embrace diversity of thought.
• We deliver with a united voice.
• We take ownership by staying close to team performance by Super Coaching and Walking the Walk.
• We keep our approach simple and stick to the playbook to deliver on promise.
• We think critically and commercially, assess the situation before jumping to the solution.

We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart. We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, providing HR, H&S, and business support to over 95,000 businesses globally. We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.

BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics.