At a Glance
- Tasks: Help customers resolve issues and provide top-notch support in a fast-paced environment.
- Company: Join Locate a Locum, a leader in SaaS solutions for healthcare staffing.
- Benefits: Enjoy flexible shifts, opportunities for growth, and a supportive team culture.
- Other info: Work shifts between 07:00-21:00, including weekends on a rota basis.
- Why this job: Make a real impact by enhancing customer experiences and developing your skills.
- Qualifications: No prior experience needed; just bring your passion for helping others and tech-savviness.
The predicted salary is between 28000 - 42000 £ per year.
Join to apply for the Customer Support Executive role at Locate a Locum.
The role demands strong expertise in SaaS (Software as a Service) products and technical support, combined with a passion for delivering world-class service. The primary focus is on resolving customer issues promptly while consistently achieving exceptional levels of customer satisfaction.
Delivering an outstanding customer experience is central to this role. It requires high emotional intelligence and empathy to fully understand and address customer needs. The ability to triage requests, manage multiple tasks effectively, and collaborate seamlessly with teams is essential for ensuring consistently excellent customer outcomes.
Our ideal Customer Support Executive will have demonstrable experience of the below:
- Customer Issue Resolution and Escalation:
- Taking ownership of both simple and complex customer issues, using probing questions to diagnose problems accurately.
- Resolving issues independently where possible, offering expert solutions and ensuring timely resolution.
- Providing support across both employers and locums, recognising increased service levels for LAL Pro and LAL Unlimited Premium customers.
- Escalating issues when necessary, such as when they are severe or urgent, cannot be resolved at first‑line support, or require assistance from other teams.
- Technical and Product Support Expertise:
- Advanced troubleshooting skills.
- Collaborating effectively with cross‑functional teams to address complex technical challenges and ensuring customer satisfaction.
- Staying updated on industry trends and product advancements, continuously expanding technical knowledge to deliver optimal support.
- Customer Engagement and Advocacy:
- Cultivating strong relationships with customers, acting as a trusted advisor and advocate for their needs.
- Proactively communicating with customers to provide updates, gathering feedback, and identifying areas for improvement.
- Ensuring timely and effective resolution of customer inquiries, exceeding service level agreements and quality standards.
- Process Optimisation and Improvement:
- Taking the initiative to identify opportunities for streamlining and optimising our support processes, implementing best practices to enhance efficiency.
- Analyzing support metrics and performance data to identify trends and root causes, proposing solutions for continuous improvement.
- Collaborating with stakeholders to implement initiatives aimed at enhancing the overall customer support experience.
- Self‑Leadership and Taking Responsibility:
- Taking ownership of your personal growth and development, proactively seeking opportunities to enhance skills and knowledge.
- Demonstrating accountability for individual performance, striving to exceed expectations and consistently deliver high‑quality support.
- Setting personal goals aligned with organisational objectives, monitoring progress and adjusting strategies as needed to achieve desired outcomes.
- Upholding personal integrity and professionalism in all interactions, serving as a role model for service excellence.
Key Requirements
- Available to work shifts between the hours of 07:00‑21:00 Monday to Friday as well as weekend and public holiday support 07:00‑15:30 on a rota basis.
- Tier 1 technical support experience ideally within SaaS.
- Experience with multi‑channel customer support – phone, email and chat.
- Strong customer‑facing skills, with a proven experience in achieving high customer satisfaction.
- Advanced technical proficiency in troubleshooting software applications and system integrations including knowledge of JIRA, Atlassian and Confluence.
- Experience with ticketing systems, CRM software, and other support tools e.g. Intercom, ZenDesk or similar.
- Ability to thrive in a fast‑paced, dynamic environment and adapt to evolving priorities.
- Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required.
Seniority level
Entry level
Employment type
Full-time
Industries
Hospitals and Health Care
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Customer Support Executive in Belfast employer: Locate a Locum
Locate a Locum is an exceptional employer, offering a dynamic work environment in Belfast where innovation meets healthcare recruitment. As a Content Lead, you'll enjoy the opportunity to shape our brand's voice while collaborating with a passionate team dedicated to making a real impact in the healthcare sector. With a focus on employee growth and a culture that values creativity and initiative, you'll find meaningful and rewarding employment here, where your contributions are recognised and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Locate a Locum. 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 Locate a Locum 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 Support Executive 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 Locate a Locum:Your cover letter is your chance to shine! Tell us why you want to work at Locate a Locum 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 Locate a Locum!
How to prepare for a job interview at Locate a Locum
✨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.
