Job Description

The main responsibilities of the role include:

• Managing the relationships between company and our contractor clients and providing a best in class customer experience;
• Be the consistent point of contact for a portfolio of our contractor clients during the onboarding process and beyond, and provide fast and friendly support to effectively manage client queries throughout the duration of their contract period;
• Administration tasks related to customer onboarding and leaving procedures and end to end customer lifecycle needs such as processing tax saver commuter tickets and other benefits for contractors, administration of contracts for customers, and liaising with client and recruitment agencies as required to complete onboarding;
• Review and assess contract terms ensuring proposals are within the SLA;
• Liaising with our internal technical teams to effectively and efficiently resolve client queries;
• Support our client’s success by providing information and guidance on how to use our services including how to arrange invoices, how to claim expenses and how to get paid; and
• Enhance customer experience and contribute to the improvement of our services by carrying out proactive customer check-in calls and by encouraging feedback from customers regarding their experience of our service.

Salary & Benefits

• Salary D.O.E, Neg.
• Remote and flexible working arrangement options
• Study supports available for those wishing to pursue related professional development qualifications, such as the Professional Certificate or Diploma in Customer Experience or financial/tax/payroll routes (available after completion of probation period)
• Access to our Employee Assistance Program
• Subsidized gym and health/wellbeing related activities
• Life insurance (available upon joining) and disability (PHI) cover (available after 6 months service)
• Regular social and team events. We love to celebrate our successes and milestones and maintain a strong sense of team with our frequent social, cultural and sporting activities.

Required Knowledge, Skills, and Abilities

• Previous experience working in a fast-paced financial or professional environment
• Natural customer services skills and highly motivated by the importance of customer experience
• Be motivated to get to know and understand our customers and to be their advocate in all your work
• An interest in the financial sector
• The interest and ability to develop knowledge about our invoicing, payroll and expenses business processes
• Knowledge of customer support ticketing systems, e.g. Zendesk, an advantage
• Ability to build rapport easily with clients and third parties
• Excellent communicator and excellent standards of written English
• A fastidious eye for detail; high levels of accuracy in all work
• Strong personal organization and time management skills, and a strong ability to priorities work
• Highly motivated team player with a positive attitude
• Additionally:
  • Third level qualification an advantage
  • A qualification in payroll/tax/accounting is an advantage
• You are an enthusiastic, high energy person.
• You have a flair for dealing with people and have great relationship building skills.
• You are motivated by providing a best in class customer experience and by continually exceeding expectations.
• You are highly pro-active and solutions orientated.
• You have strong organizational skills have great attention to detail.
• You have an interest in financial processes and are capable of developing knowledge of invoicing, payroll and expenses processes via the training that we will provide, in order to develop your understanding and knowledge to be better able to assist our clients with their queries.
• You thrive working in a dynamic, growth environment and are committed to investing in your own ongoing professional development.