Moorepay, part of the Zellis Group, service businesses in HR and Payroll, across the UK and Republic of Ireland. Thousands of organisations rely on our products and services to make sure their HR and Payroll needs are met. With new investors, an ambitious growth plan, this is an exciting time to join the Moorepay team, to build a career, drive change, and help supercharge our customer support. If you love the idea of working in a customer-centric, people focused, fast-paced and data-driven role, then we want to hear from you!
In this role you will report to the Customer Support Manager, providing support to customers with application related queries and issues. You will be communicating with customers, helping them use Moorepay products. You will help improve the product by raising issues and new functionality requirements. You will be a subject matter expert on our applications and focused on service delivery to provide a great customer experience. You'll work on a hybrid basis, Tuesday, Wednesday and Thursday, from our Birmingham office. Some travel to other offices may be required from time to time.
In this role your key responsibilities will be:
- Working in a team alongside other Customer Support Advisors to ensure customer’s payrolls are managed timely, accurately, and securely.
- To own, take responsibility and be accountable for the customer journey, always ensuring service excellence.
- Answering customer queries about the Moorepay systems via Zendesk and telephone within service level agreements, striving for customer advocacy and first contact resolution.
- Provide support to customers on a service improvement plan. Liaising with internal stakeholders, within support, sales, customer success, marketing and tech, to help manage a customer’s payroll.
- Use Zendesk to record details of all client interactions.
- Create knowledge articles for customers and colleagues to utilise in the help centre.
- Complete all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.
- Raising system bugs and improvement ideas with technical support.
- Knowledge share with peers to create a team of system experts.
- Help customers understand how best to use their Moorepay Software to support their business needs.
- Update internal and external customers on bug fixes and new features.
- Work closely with the Technical Support to investigate and resolve issues.
- Keep up to date with technology trends, product enhancements, industry developments and HR / Payroll legislation.