Customer Service Executive

Location: Birmingham (1 day a week in office, 4 days remote)

Salary: £25,000 per annum

Department: Customer Success

Start Date: ASAP - reviewing applications weekly

About the Role

We're Europe's biggest Performance CSS, managing £1.2B in GMV for our retail partners. Our mission is to 4x our impact to £5B in the next 24 months, using proprietary AI that finds opportunities others can't see.

We are looking for a friendly, reliable, and customer focused Customer Service Assistant to join our Customer Success team.

The successful candidate will be responsible for providing a high standard of customer service, responding to enquiries, resolving customer issues, and supporting the wider team with general administration.

This is a varied role that would suit someone who enjoys communicating with people, solving problems, and working both independently and as part of a team. We are looking for someone who is adaptable, enjoys learning new skills, and is keen to develop their knowledge and experience within the role. The ability to adapt to changing priorities and business needs is important, as no two days may be the same.

Key Responsibilities

• Act as a first point of contact for customers.
• Answer customer enquiries by email, and other communication channels.
• Provide accurate and helpful information about our services.
• Deal with customer complaints and concerns in a calm, professional, and positive manner.
• Investigate customer issues and work with the relevant teams to find suitable solutions.
• Follow up with customers to ensure their enquiries or concerns have been resolved.
• Maintain accurate and up-to-date customer accounts and information.
• Liaise with colleagues and management to resolve customer queries efficiently.
• Escalate complex or serious complaints to line manager.
• Ensure all customer interactions are handled in line with company policies and procedures.
• Maintain confidentiality when dealing with customer and company information.
• Support colleagues and other departments when required.
  

Hybrid Working

This is a hybrid position, based out of our Birmingham office, with a typical working pattern of 1 day a week in the office and 4 days working from home.

The frequency of office attendance may vary depending on business requirements, including team meetings, training, operational needs, collaboration, and other company activities, so flexibility to attend on additional days when required is important.

We are looking for someone who is comfortable working independently from home while also being able to work effectively and collaboratively within an office environment when required.

Skills and Experience

• Previous experience in customer service, administration, or a similar role is desirable.
• Excellent verbal and written communication skills.
• A friendly, professional, and confident manner.
• Strong customer service and interpersonal skills.
• Good problem solving and organisational abilities.
• Confident using computers and Microsoft Office.
• Good attention to detail.
• Ability to manage multiple enquiries and priorities.
• Ability to remain calm and professional when dealing with difficult or challenging situations.
• Ability to work independently and as part of a team.
• Good time management skills.
• Willingness to learn and develop within the role.
• Adaptable and able to respond positively to changing priorities and business needs.

Interested?

If you're thinking "this sounds like a company that values customer outcomes and relationship excellence," we should talk.

Tell us about your experience providing great customer service, and share examples of times you've turned a difficult enquiry or complaint into a positive outcome. Don't worry if you haven't worked in a similar industry before, we'll teach you what you need to know.

NO AGENCIES - Please note we do not accept applications from agencies. We will treat all CVs submitted as Direct Applicants.

Redbrain is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on age, disability, gender reassignment, pregnancy and maternity, sex or sexual orientation, race, religion or belief or any other protected characteristic. This policy applies to all employment practices within our organisation, including but not limited to recruitment, promotion, compensation, benefits and training.

Salary & Benefits

Salary: £25,000 per annum

• Hybrid working arrangement based out of our Birmingham office (1 day office, 4 days remote).
• The tools and support to actually help you do the job well.
• Company pension.
• Discretionary bonus.
• Group life assurance of 10x fixed annual salary up to £500,000 cover.
• Training budget.
• Charity donation salary sacrifice match scheme.
• Charity personal event donation match scheme.
• External counselling service available.
• Access to the UK bike2work scheme and Electric Vehicle schemes.
• 25 days annual leave plus all UK public holidays, with the opportunity to buy more.
• Full ongoing training provided within the team and from external training sources.
• Opportunities for career progression.
• Supportive team environment.
• Full time, permanent position.