Customer Support Officer - Midnights Team

📈Check out the development opportunities in the Customer Support team.

🏢This is an office-based role, the Customer Support team work from our Cardiff City Centre Office. After passing the probation period the requirement will be to work in office 4 days a week, and 1 from home. 

What You’ll Be Doing ✨
You’ll be the first point of contact for small business owners. Our customers are trying to build their businesses, and we don’t want to get in the way. You’ll solve problems, fix things that aren’t working for them, and give them a leg up when they need it. Most importantly, you’ll be able to listen to our customers and understand from them how we can build a better business.

• Servicing our customers via phone, emails and chat
• Resolve customer inquiries promptly and professionally, ensuring full customer satisfaction
• Understand the importance of objection handling to ensure customers' needs are explained clearly and fairly
• Maintain a comprehensive understanding of the company's products, services, and policies to provide accurate information and advice
• Identify opportunities for process improvements and contribute ideas for enhancing the overall customer experience.
• Identifying our vulnerable customers and ensuring they get the right support

Shifts ⏰
You’ll be joining our Midnight Customer Support team. Working Monday-Friday. 

• Week 1: 2pm - 10:30pm 
• Week 2: 3:30pm - Midnight

We’re Looking For ✨

• A minimum of 2 years customer service experience
• A desire/need to work later shifts 
• Great communication skills, can communicate with a wide variety of people  both verbally and in writing
• Experience using CRM’s
• An excellent problem solver who can focus on providing our customers with resolutions quickly 
• The ability to manage high volumes of enquiries without compromising service quality 
• Can work independently and as part of a team in a fast-paced environment 

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we’ve created a space where you can relax and recharge. Check out the perks we offer:
💷 Salary £25,000 + £2,000 increase for later shifts, + monthly bonuses
🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.
Interview Process 🤝

• First stage: 15-minute intro call with a member of the Talent Team (Phone call)
• Final stage: Attend an assessment day on either 20th, 22nd, 27th or 29th of May (In person)
• Start date: 30th June 2025