Operational Support Executive

Job Introduction

We are looking for passionate and dedicated Customer Support Executive who can help manage the prestigious customer base of our multi-award-winning recruitment and talent management software.

We are very proud of our global customers such as the BBC, Tesco, Subway, Pizza Hut, Compass Group, Sodexo, Exclusive Hotels, Selfridges and G4S, and we need to make sure they continue to experience the very best support.

Our SaaS software is used in 17 languages and in nearly 200 countries across every continent. 

Role Responsibility

The Operational Support Executive is responsible for ensuring that all inbound Support requests, by telephone, email and the ticketing system are responded to in a timely manner.  

They will also ensure that requests are followed up in an efficient manner to ensure an optimal level of customer satisfaction.

Key responsibilities:

  • First point of contact for all customer queries.

  • Provide a friendly and professional welcome to all customers.

  • Provide system advice, make and manage small change requests.  Resolve configuration issues.  Support the Account Management team, help with projects and escalate technical issues.

  • Ensuring that incoming telephone calls are answered in a professional and timely manner and transferred, where appropriate, to the relevant person or department.

  • Manage and protect customer information, including sensitive financial information, in accordance with relevant information.

  • Support the team in generating daily, weekly and monthly KPI reports.

  • Make updates to our knowledge base, user manuals and training guides as needed.

  • Undertake screen-sharing troubleshooting and training sessions.

  • Manage customer surveys and reporting, highlight any concerns and recommend improvements.

  • Following organisational complaints procedures.

  • Working as part of a team to ensure the smooth operation of the facility.

  • Following normal and emergency operating procedures.

  • Taking occasional responsibility for the induction and development of new members of staff.

  • Meeting the training and development requirements of the job role.

  • Working within the job role description at this level, recognising the standards and professional limitations that this provides, and referring to appropriate members of staff for guidance and support.

  • Report any observed or suspected security weaknesses in systems or services to the CTO

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The Ideal Candidate

The ideal candidate will be able to demonstrate:

  • Resilience and reliability.

  • The ability to be proactive.

  • Excellent communication skills - verbal and written.

  • A background in customer service.

  • The ability to work well within a team and autonomously.

  • Excellent analytical, problem-solving and multi-tasking skills.

  • Excellent customer-facing skills.

  • Good knowledge of internet technologies.

  • Passionate about technology.

  • Proficiency in Microsoft Office and Google suite.

Package Description

Here's a bit about what you can expect from Tribepad:

  • Tribepad is a small team - your work will be visible and your contribution recognised.

  • Innovation - yes we really do want to hear your ideas, that’s how we stay current.

  • Hybrid working - Office and home-based.

  • Further development - we think it’s great if you want to keep on learning and we’ll help you succeed.

  • Annual salary from 23,000 to 28,000 per year.

  • Reward - up to 7.5% matched employer pension, private healthcare, generous parental leave policy and much more

Tribepad is committed to treating each of our employees as unique and individual. We will continually strive for diversity and equity ensuring you always have a sense of purpose and belonging during your career with us.

If you would like additional support with the recruitment process, please contact the People Manager at Tribepad.

About the Company

  • Hi, we’re Tribepad. We’ve built the easiest-to-use enterprise talent acquisition platform. What does that mean? If you want to work for Tesco, Subway, Pizza Hut or the BBC then you need to use our software to apply for the job, be interviewed and ultimately hired.

  • Recently we’ve worked with the NHS, G4S and Sodexo to hire vaccinators, stewards and security officers for Covid vaccine stations and Nightingale hospitals. Our software is literally helping to save lives.

  • Our company ethos is ‘people first, product second and profit third’. That means we hire smart people, give them an exciting and rewarding job with loads of autonomy, then they’ll build cool stuff and deliver great service. That inevitably leads to happy clients who want to stay with us, buy more and recommend us to others.

  • So, we’ve grown largely by referral overtwelve years. There are nearly 50 of us now, mostly in Sheffield, but increasingly spread across the UK. We're all about building a business we're proud of, delivering growth and helping millions find the perfect job for them.

  • We’re proudly carbon negative and climate positive, working with Ecologi to offset all the carbon we’ve ever produced. Along with our goal of planting 1 million trees, we work with Kiva to loan out $1,000 a month to small businesses in developing countries. You can find our more about our Ethical Manifesto on our website: https://www.tribepad.com/about/ethics/ 

  • We look after our team with market-leading benefits including private health and lots of well-being initiatives. We work hard, but have a laugh too, with plenty of social events


 

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