We require a Silo Support Executive to deliver an outstanding customer experience and help to improve the Silo app based on 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.

Delivering the best customer support on the Silo app
• Oversee all activity undertaken by the Silo Support Team from account openings to customer support
• 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
• Regular client communication via our ticketing system Zendesk (including translating technical lingo into client-friendly terms)
• Support Killik & Co clients on-boarding onto Silo
• Manage client electronic signatures via Docu Sign when necessary
• Have a rudimental knowledge of the trading and investment platform with a view to supporting clients to the best ability
• Have an understanding of anti-money laundering (AML) issues and ID verification processes
• Continual prioritisation of support work based on client and business needs
• Effectively use Zendesk to meet deadlines in accordance with regulatory or SLA requirements
• Have a basic understanding of the Killik services to ensure the client is always getting the right service for their needs
• Contribute to and own the FAQs

Keeping track and reporting back to the wider Product Team
• Track key metrics such as conversions in addition to qualitative metrics such as feedback
• Monitor, measure and set targets for client satisfaction.
• Critically asses data sets and trends to spot opportunities and patterns in prospect and client activity to be communicated to wider Product Team

Pro-actively identifying opportunities for improvement
• Develop the customer service policies and procedures and regularly evaluate and adapt them to increase efficiency and ensure the client gets the best customer experience
• Maintain a keen eye for detail and a passion for doing an outstanding job by identifying opportunities to continually improve the Client Welcome Experience
• Organise and manage in-person feedback sessions with Silo users, with the ambition of reporting back insights on the app

Competencies / Skillset

• Communication – fantastic written and verbal communication skills
• Sharing Knowledge
• Customer Service
• Effectiveness and Adaptability
• Team Working
• Interest in Customer Services
• Line management experience
• Data driven
• An interest in technology
• 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
• Line management or supervisory experience
• Experience of utilising reports to identify trends
• Financial services experience would be beneficial
• An interest in technology or apps would be beneficial

Contractual Hours

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

There may, on occasion, be a requirement to work out 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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