Client Services Executive

Client Services Executive

Department: Operations

Employment Type: Permanent

Location: Brighton

Reporting To: Service Delivery Manager

Compensation: £26,900 - £31,900 / year

Description

• Who we're looking for: We're looking for a proactive, solutions-driven individual who thrives in a fast-paced environment and is passionate about delivering outstanding client experiences.
• The challenge: As a fast-growing business, things move quickly, and so must we. The challenge for this role is juggling time-sensitive operational tasks while staying one step ahead of evolving client needs.
• Where you'll work: This role will be based in our Hove office 2 days a week.

Day to day this role will

You'll be the voice of our customer, responsible for ensuring best in class Service Delivery, and making sure our clients' feedback and requirements are fed to internal teams, for collaborative project planning and improvement of all of Tillo's services.

Main duties and areas of responsibility:

• Providing excellent customer service at every stage of the customer journey.
• Handling customer redemption queries and requests, taking responsibility for actioning or escalating to the right person for resolution.
• Liaising between internal departments to find solutions to customer issues.
• Reporting on any key or recurring issues and working with the Account Management team and our suppliers to continuously improve the service we and our customers receive.
• Creating helpful content for customers, including retailer specific guides and collateral.
• Maintaining Supplier documentation to ensure we always have up to date information on how to contact, and escalate issues.
• Work with our Engineering team to assess the impact and maintain our Status Page when incidents occur and escalate to suppliers to expedite the resolution where necessary.

Who we're looking for

Essential:

• Strong relationship building skills - able to liaise at all levels both externally and internally.
• Experience delivering technical support as part of a previous role.
• A keen problem solver - able to work in a fast paced environment.
• Excellent communicator - written and verbal.
• Curious to learn about all aspects of the company and industry.
• Knowledge of systems/applications: Jira, Hubspot/Zendesk, CRM.
• Highly organized, able to prioritize and manage conflicting deadlines and ensure that SLA's and KPI's are upheld.
• Takes proactive ownership of tasks and shows initiative to find resolutions.
• Always striving for accuracy of information across systems we use, reviewing production configuration for missing or inaccurate information.

Desirable:

• Previous experience in delivering SaaS.
• Project management experience.
• Account Management/Commercial Experience.
• Presentation skills - internal and external.

Benefits

We offer all our employees trust and empower our team to work with flexibility and autonomy. We're a close-knit team and love working collaboratively. With our hybrid model, our team can come together at our fantastic office in Hove, but also focus in their own space. The Tillo team are a motivated bunch and we all work hard to push Tillo forwards, always innovating. We completely understand the importance of work/life balance and offer a supportive and collaborative working environment with the following benefits:

• Enhanced annual leave of 26 days per annum.
• Private Medical care through Vitality.
• Designated share options.
• Access to Tillo's Storefront with discounts & gift card vouchers.
• Hybrid Working.
• Top spec equipment including laptop, mouse, keyboard, monitor.
• Anniversary gifts.
• Monthly breakfasts, drinks, snacks and events.
• Individual Learning & Development budget.