Assistant Account Manager

The Assistant Account Manager will be responsible for providing our contractor clients with an excellent customer experience throughout their time with Fenero. Your primary role is to monitor, prioritise and resolve helpdesk tickets, providing fast and friendly customer support to further strengthen the services provided by the tax and accounting specialists in the PSC Team. You will ensure that our clients receive assistance in line with the high customer experience and quality standards which we promise, and liaise with the PSC Accounts Team to ensure queries are fully resolved in a timely manner. This is a 12 month contract role initially. Your day to dayThe Main Responsibilities Of Your Role Will Include

• Providing fast and friendly responses to client queries by email and phone, and in line with our service delivery KPIs and targets;
• Escalating technical queries as appropriate to our accounts & bookkeeping teams to effectively and efficiently resolve client queries;
• Working closely with the CX Onboarding Team to ensure an excellent handover of the customer from initial onboarding stage into our ongoing service delivery;
• Bring a highly customer-centric mindset and focus into all touchpoints with customers to support our business goals of providing a best-in-class customer experience;
• Being a key first point of contact for a portfolio of limited company clients from the point they are set up as a client, and providing proactive, fast and friendly support;
• Providing information on payroll, bookkeeping, expenses, invoices and VAT return processes and How to technical support on using our online customer platform, myFenero;
• Assisting clients with administration support aspects of formal letters and statutory filings;
• Identifying and implementing CX and operational improvement opportunities to support the continuous improvement goals of the Division.

What You'll Need To Succeed You are an enthusiastic, high-energy person with a growth mindset. You are excited to be part of driving the growth journey of a small company that has already achieved significant success and industry recognition and is now looking to achieve this on a larger scale across current and new markets. You have strong attention to detail and the ability to prioritise tasks effectively. You have a flair for dealing with people and the motivation to create a best in class customer experience for clients. You are ambitious and enjoy working in a challenging but exciting environment. You are committed to continuous learning and development and are energised by supporting and driving ongoing business and operational change and improvement activities. You have an interest in the financial sector and are capable of developing sector specific knowledge via the training that we will provide, in order to develop your understanding and knowledge to be better able to achieve our business goals. You will receive overview training in invoicing, payroll, expenses, bookkeeping and VAT processes to provide you with rounded knowledge to support the maximum possible range of queries before escalating them to appropriate team members for further assistance. Your Experience, Skills And Attributes

• Previous experience working in a customer support or administrative role in a fast-paced professional or financial environment;
• Strong personal organisation and time management skills, with the ability to prioritise work effectively;
• Excellent communicator and excellent standards of written English;
• Highly motivated team player with a positive attitude;
• Ability to build rapport easily with clients and third parties;
• A strong attention to detail and understanding of the importance of processes, with high levels of accuracy in all work;
• An interest in the financial sector with the ability to develop knowledge about our invoicing, payroll, bookkeeping, accounts and expenses processes;
• Knowledge of customer support ticketing systems, e.g. Zendesk, is an advantage.

Skills Customer Support Admin Duties Fluent in English Benefits Work From Home EAP Group Life Assurance Pension Parking Paid Holidays