Digital Support Executive - Nottingham, United Kingdom - Simon Smith Online Ltd

Description

We are an industry-leading property training provider who specialises in educating budding entrepreneurs on how to find and maximise revenue from property deals in the UK.We are looking for a dedicated and high-performing digital support executive to join our team on a full-time basis. Do you love creating strong connections with customers? Do you have a background in customer service and are adept at addressing support needs, resolving issues, and ensuring client satisfaction and student success? Are you looking to join a fast-paced, fun, results-driven team set up in a remote setting?

Being a successful digital customer support executive means you must have a minimum of 2 years of experience behind you ideally in a training setting to join a fast-paced and fast-growing agency selling property training to entrepreneurs.

You will need to be dynamic in your approach to communicating with prospective clients, students and team members across multiple channels throughout the working day.

The right fit for our company needs to be a self-starter with a passion for building relationships and going above and beyond to ensure our client success.

Having a client-first mindset allows you to respond to support needs and deliver a 5-star customer experience to ensure client success and retention.

To be successful in the role, you must be happy with making 50+ support requests per day, excel at managing multiple communication channels, and have the ability to effectively liaise with the wider team.

Your involvement will span the entire customer life cycle, from initial enquiries through to client onboarding, programme support, and retention.

This dynamic and exciting role will give you the opportunity to work with leadership, sales team members, expert coaches, and the marketing team.

This opportunity requires you to be self-motivated in a remote environment but will also give you the opportunity to meet with the team in person for key meetings, quarterly client events, and at our annual, industry-leading London conference.

A full and detailed training programme is provided by our team before starting the role to ensure you have all the necessary tools you need for success.

Support the wider team, you will have the ability to work closely with expert coaches, identify support that needs escalating, and highlight success stories within our programme community.

You will also work with leadership, the sales team, and marketing teams to ensure a seamless customer experience from initial enquiry through to onboarding, programme delivery, and exit/retention.

Organise and input support requests in our CRM system, including notes about all activities, conversations, and next steps.


Daily performance tracking, KPIs (key performance indicators), daily, weekly, and monthly targets.


Effective time management, organisation, and good communication skills are required.


Answering 50+ support requests per day, building relationships, and following up with previous conversations throughout the customer lifecycle.


Internal communication, clear and consistent internal team communications using Slack and Zoom video calls.


Daily team meetings, catch up with our friendly and welcoming team members with regular training and performance meetings to ensure you have all the tools you need for success.


Develop your role, take your role, and run with it. Identify areas we can improve, innovate, and get better at within our training programme delivery.


Minimum Entry Requirements (What you need to be applicable for the role)

• 3 Year UK speaking customer support experience. Having a basic understanding of CRM systems, digital communities and social media.
• Proximity to our East Midlands based offices
• Having the ability to build customer relationships
• Has a proven track record of customer satisfaction
• Fluent in verbal & written English
• Self motivated & ambitious
• A good home office set up with speedy wifi
• UK time zone working hours between 8:30am 5pm UK GMT
• Techsavvy, ability to navigate tools like Microsoft Office, CRM's, G-Suite, Social Media Channels, Slack, Calendly
• Organisation: Staying organised, keeping notes, folders, and followup tasks.
• Ability to learn quickly and execute at a high level with speed
• Generally reachable and responsive to team members (Slack) during working hours
• Must be assertive and able to clearly communicate with team members via Zoom video conferencing and in Slack.
• Autonomy and ability to thrive in remote work environments

Compensation:
Compensation for this role will be dependent on experience. Compensation will be provided on a monthly basis.


Pay:
£23,449.00-£27,027.00 per year


Schedule:

• Monday to Friday
• Weekend availability

Application question(s):

• Are you able to commute to Nottingham?

Education:

• A-Level or equivalent (required)

Experience:

• Customer service: 3 years (required)

Work Location:
Hybrid remote i