We require a Silo Support Administrator to help deliver an outstanding customer experience and help to improve our Silo app, based on the insights gathered from engaging with customers on a daily basis.

Key Accountabilities

Delivering the best possible experience of Silo for prospects and clients. Always showing a passion for Silo and helping people to save and invest.

• Deliver the best initial interaction with clients by taking a holistic and empathetic view of their needs and reasons for getting in touch
• Regular client communication via our ticketing system Zendesk (including translating technical lingo into client-friendly terms)
• Work closely with all divisions of the Silo team to get to the underlying cause of a problem and gather all the required information to ensure the customer gets the best possible experience
• Support Product Team with inviting new users onto Silo and replying to queries from wider business about Silo
• Support Killik & Co clients on-boarding onto Silo
• Timely responses and resolutions of support requests to agreed SLAs
• Replying to user App Store reviews and enquiries on social media
• Support client electronic signatures via Docu Sign when necessary
• Have an understanding of anti-money laundering (AML) issues and ID verification processes
• Pro-Activity: identifying opportunities for improvement
• Gathering insights, identifying trends and issues to be reported back to the product team on a regular basis so the app can constantly be improved upon
• Contribute to and continuously evolve the FAQs
• Have a basic understanding of the Killik services to ensure the client is always getting the right service for their needs

Competencies / Skillset

• Communication – fantastic written and verbal communication skills
• Sharing Knowledge
• Customer Service
• Effectiveness and Adaptability
• Team Working
• Methodical and Organised
• Flexible, Willing to Help, Polite & Patient
• Work Under Pressure
• Getting Things Done

Qualifications / Experience Required

• Customer service experience
• Experience of providing telephone-based support
• Previous experience in financial services would be beneficial
• An interest in technology and apps would be beneficial

Contractual Hours

9.00am – 5.30pm, Monday – Friday, however shifts will be on an individual basis, the support desk will be manned between 8.30am – 6.00pm.

There may, on occasion, be a requirement to work out side of normal hours.

Get In Touch

Please send a CV and covering letter to recruitment@killik.com with the subject title of the role you are applying for.

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