At a Glance
- Tasks: Assist customers with billing and bank feed queries via phone, email, and messaging.
- Company: Join a leading fintech company known for exceptional customer support.
- Benefits: Competitive salary, flexible working, 33 days holiday, and private healthcare.
- Other info: Enjoy a supportive culture with excellent career growth and a fabulous Edinburgh HQ.
- Why this job: Make a real difference in customer experiences while growing your career in fintech.
- Qualifications: Customer service experience, strong communication skills, and technical savvy.
The predicted salary is between 27000 - 28500 £ per year.
Our Support Team prides itself on exceptional customer support, and to help us continue this we’re looking for customer service professionals who are interested in a career in fintech, to complement and grow our experienced team. We invest in our people, providing in-house learning and development opportunities as well as support for further studies, to ensure we continue to meet our high standards and have a happy, diverse and high-performing team.
The role involves filling our Customer Service Specialist position within our dedicated Billing and Bank Feeds team. Playing a key front-line role, you'll be a confident communicator who enjoys helping people. You'll have excellent organisational skills, enjoy getting the details right and have solid all-round technical flair. Not afraid to shine, you'll enjoy the opportunity to communicate with our customers, assisting them over the phone, messaging and email with the following:
- Subscriptions, refund requests, free trials and other billing related queries
- Account transfers and liaising with the appropriate stakeholders for timely authorisation
- Setting up their bank feeds within FreeAgent
- Troubleshooting bank feed connection or integration problems
- Troubleshooting login issues
- Responding to queries regarding specialist area feature requests
- Working closely with the technical team to diagnose and troubleshoot any potential bank feed issues and taking responsibility to inform users once they have been fixed
You’ll have:
- Customer service experience in a similar environment
- Excellent listening skills and a passion for helping people
- Experience of handling difficult or complex conversations
- A high level of self-motivation to go the extra mile
- Excellent spoken and written communication skills
- Good working knowledge of spreadsheets and attention to detail
- Strong technical skills; be highly computer-literate and web-savvy
- Advanced troubleshooting skills
- Security and compliance awareness
We believe in a strong work-life balance, we don’t work long hours (35 hour working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams. At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!
This is a permanent role (Monday to Friday, 9am to 5pm). This role will be based in our Edinburgh office, with an initial training period of at least 6 months. However, after this training period is completed there will be an opportunity to adopt hybrid working, with an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for years.
Perks include:
- Annual starting salary of £27,000 - £30,000 per annum depending on experience, with room to progress to £34,000 within the role, and beyond over the duration of your time at FreeAgent
- 33 days holiday (and an extra day for each year you're with us)
- Flexible/hybrid working
- Private health care
- Life assurance
- 5% matched pension contributions
- Summer 4 day weeks (giving you 8 additional days off!)
- Buy-as-you-earn share schemes
- Sabbatical leave (unpaid)
- Cycle to work scheme
- Wellness webinars
- Focused learning time and learning budgets
- Volunteering day
Customer Service Specialist - Billings & Bank Feeds employer: FreeAgent Holdings Ltd.
FreeAgent Holdings Ltd. is an exceptional employer that values innovation and collaboration, offering a dynamic remote work environment that empowers employees to thrive. With a strong focus on professional development and growth opportunities, team members are encouraged to expand their skills while contributing to meaningful partnerships that support freelancers and small businesses across the UK. The company's commitment to a supportive work culture and flexible working arrangements makes it an attractive choice for those seeking a rewarding career in account management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist - Billings & Bank Feeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FreeAgent Holdings Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FreeAgent Holdings Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist - Billings & Bank Feeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FreeAgent Holdings Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at FreeAgent Holdings Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FreeAgent Holdings Ltd.!
How to prepare for a job interview at FreeAgent Holdings Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
