At a Glance
- Tasks: Coordinate support requests and enhance customer experiences in a dynamic fintech environment.
- Company: Join Mantle Services, a revolutionary pensions software company transforming the industry.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for career growth.
- Other info: Exciting opportunity for personal development in a fast-paced, supportive team.
- Why this job: Be part of a fintech revolution and make a real impact on customer satisfaction.
- Qualifications: Strong interpersonal skills and ability to manage multiple priorities effectively.
The predicted salary is between 30000 - 32833 £ per year.
About Us
Mantle Services isn't just your average pensions software company - we're a game-changer! From revolutionising Pension Administration to mastering Asset Liability Management, we're rewriting the rules. Originally born to serve 3173 Group, we've broken free, soaring into the realm of blue-chip clients and growing companies. Our cutting-edge solutions leave legacy systems in the past, delivering exactly what schemes and advisers crave in today's fast-paced world. We're on the hunt for a Support Operations Coordinator to join our fintech revolution.
About You
You will be joining a small but dedicated team focused on improving, automating and growing our support service. Our goal is to create positive customer experiences while delivering support in the most efficient and effective way possible. This is not a traditional service desk role. You do not need a technical support background. Instead, we're looking for someone who excels at building relationships, coordinating activity across multiple stakeholders and keeping things moving in a fast-paced environment. You will act as the central point of coordination between our clients and internal Subject Matter Experts (SMEs), ensuring support requests are progressed efficiently, expectations are managed effectively and customers receive an exceptional service experience.
Responsibilities & Criteria
- Coordinator for incoming support requests, ensuring tickets are accurately triaged, monitored and progressed to resolution.
- Ensure support tickets are accurately logged, categorised and maintained to support reporting and service improvement activities.
- Build trusted working relationships with Subject Matter Experts across the business to ensure timely responses and resolution of customer issues.
- Proactively follow up on outstanding actions, maintaining momentum and removing barriers to progress.
- Communicate clearly and professionally with clients throughout the lifecycle of support requests.
- Managing customer expectations through transparent communication, prioritisation and regular updates.
- Coordinate effectively across multiple teams and stakeholders, balancing competing priorities and urgent demands.
- Support the development of support playbooks, knowledge resources and process documentation.
- Identify opportunities for continuous improvement, helping to enhance both customer experience and operational efficiency.
- Assist with the triage of user issues and coordinate the resolution of more complex system or product-related problems.
What We're Looking For
- Quickly establishes credibility and rapport with a wide range of people.
- Builds positive working relationships with busy, experienced and senior stakeholders.
- Uses influence, diplomacy and persistence to achieve outcomes without relying on authority.
- Exceptional written and verbal communication skills.
- Confident communicating with clients, colleagues and senior stakeholders.
- Skilled at managing expectations, providing updates and handling difficult conversations professionally.
- Able to manage multiple priorities simultaneously while maintaining attention to detail.
- Takes ownership of issues and follows through on commitments.
- Knows when to escalate risks or concerns before they become larger problems.
- Comfortable working independently while collaborating effectively with others.
- Maintains focus and composure in a busy environment.
- Ability to thrive under pressure and respond positively to changing priorities.
- Agile learner - quick to learn new processes, products and ways of working.
- Comfortable working alongside technical specialists without necessarily being a technical expert.
- Curious, proactive and willing to investigate issues and ask questions.
Ideal Background
You may have experience in coordination, customer success, operations, stakeholder management, project support, recruitment, executive support or a similar role where success depended on your ability to build relationships, manage competing priorities and get things done through others. We are particularly interested in candidates who demonstrate strong interpersonal skills, resilience, initiative and the ability to build productive working relationships across a diverse range of stakeholders.
Circumstances
- Location: Hybrid: Belfast/Remote
- Working hours: Monday to Friday, 37.5 hours per week with additional hours as and when required.
- All roles are subject to a six-month probationary period and all prospective employees are required to complete an Access NI check.
- As part of the pre-hire process the successful candidate will be subject to reference checking security vetting.
- 3173 is an Equal Opportunity Employer.
Applying with a disability or long-term health condition? As part of our belief that we benefit from the differences among us we are committed to increasing the representation of disabled colleagues and want to remove any barriers or challenges that get in the way of candidates with a disability or long-term health condition from applying to work with us. If there is support or an adjustment that we can provide to enable you to be at your best during the recruitment and selection process, we encourage you to advise us in good time so that we may make suitable arrangements. We understand that being open with us may feel uncomfortable so please only share with us the information that you are comfortable to share, and rest assured that we will use this only to provide you with the right support. Any information you give us will be treated completely confidentially. To discuss this further please call and ask to speak to a member of the HR team.
Support Operations Coordinator TLNT1_NI in Belfast employer: IrishJobs
At Mantle Services, we pride ourselves on being a pioneering fintech company that values innovation and collaboration. Our supportive work culture fosters personal and professional growth, offering employees the chance to engage in meaningful projects while building strong relationships across diverse teams. With a hybrid working model based in Belfast, we provide a dynamic environment where your contributions directly impact our mission to revolutionise pensions technology.
StudySmarter Expert Advice🤫
We think this is how you could land Support Operations Coordinator TLNT1_NI in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IrishJobs. 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 IrishJobs 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 Support Operations Coordinator TLNT1_NI in Belfast
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 IrishJobs:Your cover letter is your chance to shine! Tell us why you want to work at IrishJobs 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 IrishJobs!
How to prepare for a job interview at IrishJobs
✨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.
