Customer Service and Support

Customer Service and Support £26,000 - £28,000 per annum Bristol (Hybrid) Our client is a fast-scaling SaaS business that is transforming how customers in their sector manage risk, knowledge and commercial performance. With a unique and market-leading product suite already trusted by major industry players, they are entering a significant growth phase. Backed by a clear and ambitious roadmap, the business is set to double in size over the next 3 years as it accelerates product adoption across the UK and global markets. As part of this journey, they are seeking a Customer Service Advisor to support their fast-growing customer base.

The Role

• Be the first point of contact for customer support requests
• Interact with customers to provide and process information in response to their questions, problems, concerns and requests about products and services
• Follow standard processes, procedures and adhere to customer SLAs
• Identify and escalate priority issues to the management team
• Build a rapport and strong relationship with customers by offering support and advice
• Accurately log and update customer records
• Assist in setting up and maintaining customers’ accounts
• Deliver online training sessions
• Ability to adapt to the needs of a growing business. The Person
• Experience supporting end users in a customer service environment
• Experience working with SaaS applications/training services
• Experience in using ticket management or CRM software
• Logical approach to problem solving
• Ability to think on your feet in a highly demanding and fast-moving environment
• Professional attitude and presentation; polite, calm and customer-focused
• Strong multi-tasking ability
• Strong communicator with good interpersonal skills
• Commitment to always providing excellent customer service
• Take ownership of situations with a positive and can-do attitude. This is a fantastic opportunity to join a growing organisation at an exciting time. You will engage with a variety of customers, speak to people of all ages and technical ability, and deliver a service where patience, empathy and building rapport are critical. If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package to Jen Dunthorne at GEM Partnership. Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion. We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles. This vacancy is being advertised on behalf of Gem Partnership Ltd who are operating as an employment business. To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website to get free, expert advice for a safer job search