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Customer Service Associate
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Haddenham
Reporting To: Head of Customer Support
Description
Kickstart your career in Customer Success with a leading fintech brand.
Role Overview
In this role, you'll support customers using a range of our financial adviser-focused software products:
- Defaqto Engage - a financial planning platform for financial advisers
- VouchedFor - a client review and reputation platform
- Competent Adviser - a learning and competency management system used by regulated firms.
This is a varied role spanning case management, task-based work, and a high volume of inbound calls and emails. You’ll help customers with everything from straightforward queries (e.g., password reset) to more complex issues, so strong organisation, problem-solving, and communication skills are essential.
This is an exciting opportunity for someone who is passionate about technology, enjoys helping others, and is keen to build a career across customer success, product, and the wider financial services industry.
Internally, this role is called Customer Support Associate.
Key Responsibilities
Customer Support & Case Ownership
- Act as a first point of contact for customers, handling a high volume of inbound calls and emails - taking ownership through to resolution
- Triage incoming queries, accurately assessing each issue and prioritising it appropriately
- Listen carefully and empathetically to fully understand the issue before acting
- Follow up with financial advisers and liaise with internal teams to investigate and resolve more complex cases, keeping everybody updated
- Log and manage cases accurately in our CRM (Microsoft Dynamics) and ticketing system
- Deliver a great customer service experience on every interaction
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Product Knowledge & Documentation
- Build and continually expand your knowledge of Defaqto's software platforms and products
- Write and maintain clear support documentation and internal knowledge resources
- When you're more familiar with our products and settled in your role, you may deliver occasional training to help customers get the best from our software
Customer Success Collaboration
- Work closely with colleagues and advisers, using Teams to keep cases moving and resolve issues
- Identify recurring customer issues or feature requests and raise them with the relevant teams
- Support team initiatives that improve the customer experience
Skills, Knowledge and Expertise
Qualifications
- Educated to A-Level standard or equivalent. A degree is beneficial but not essential
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Knowledge
- Strong IT literacy with the ability to pick up new systems and tools quickly
- Understanding of customer service principles and best practices
- Familiarity with online meeting and presentation tools (e.g., Microsoft Teams)
Skills
- Excellent verbal and written communication skills
- Strong organisational and time-management abilities
- High level of IT literacy and ability to learn new systems quickly
- Problem-solving mindset with attention to detail
Experience
- Experience in a customer-facing role (e.g., customer service, support, or training) is advantageous
- Experience delivering presentations or demonstrations (formal or informal) is helpful
- No prior software training experience required – full training will be provided
Approach to work
- Self-motivated and proactive with a “can-do” attitude
- Eager to learn and develop new skills
- Collaborative team player who enjoys helping others succeed
- Adaptable and comfortable in a fast-paced, changing environment
- Customer-focused and empathetic in every interaction
It’s also important that you live our values, which are at the heart of everything we do. At Defaqto, we Think Big, Be Bold, Own It, Team Up, and Be a Star.
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