Job Title: Customer Success Executive (Part-Time, Fixed Term Contract)
Location: Ashford, Kent (initially on-site at Head Office, transitioning to home-based after training)
Hours: Monday - Friday, 9:00 AM - 2:30 PM (flexibility on hours available)
Contract Duration: Fixed term for the remainder of the year, subject to review thereafter, based on business needs
Role Overview:
We are seeking a dedicated and proactive Customer Success Executive to join our established team on a part-time basis. Your primary responsibility will be to ensure that our candidates receive a first-class, efficient, and successful experience with HRGO. You will act as the first line of support for candidates, assisting them from registration through to their job placements. Your role will involve monitoring support inboxes, providing administration support, and engaging with candidates via calls and live chats. Additionally, you will provide ad hoc support to the Operations Manager by managing day-to-day tasks.
Key Responsibilities:
- Provide first-line support to candidates during their registration and employment journey, addressing payroll and holiday queries.
- Monitor support inboxes and respond to enquiries promptly and professionally.
- Conduct DBS and right to work checks.
- Assist with administrative tasks such as providing references and creation of accounts.
- Respond to calls, conduct live chats, and provide support to branches, candidates, and clients.
- Record issues and work with relevant teams to implement long-term solutions.
- Identify areas for improvement in products, systems, and processes based on customer feedback.
- Provide basic technical assistance on supported platforms and applications.
Required Skills and Experience:
- Self-confidence and professionalism in all interactions.
- Strong attention to detail and problem-solving abilities.
- Excellent verbal and written communication skills.
- Proactive and innovative thinking when resolving issues.
- Familiarity with technology, particularly SaaS products.
- Experience in providing stellar customer service and support.
Preferred Attributes:
- Quick and efficient reaction to queries and challenges.
- Empathetic approach to candidate interactions.
- Strong relationship-building skills to understand and meet candidate needs.
- Ability to leverage data and trends to identify opportunities for improvement.
In this role, you will have the opportunity to gain valuable experience in customer service, digital systems, and the recruitment sector, while contributing to our mission of leaving people better than we found them.
