VACANCY: Client Services Representative…

BookingsPlus is a unique and innovative online software platform designed and developed in-house by Kajima Community to help venues deliver an efficient and well marketed solution for the lettings of their facilities.  Currently used by several hundred venues such as schools, community centres and local authorities across the UK, BookingsPlus is a growing product in a niche market.

For more information about Kajima Community and our lettings products / services: www.kajima.co.uk/community.

Due to our growing client base, we have an exciting opportunity for a highly enthusiastic and motivated individual to join our existing client services team.

ROLE DETAILS

Job Title:                       Client Services Representative

Reporting To:             Client Services Manager

Salary:                            £22k-25k (based on experience) + Discretionary bonus + benefits

Job Type:                       Full time (permanent)

Working Hours:         9:00 – 5:30pm Monday to Friday (37.5 hours per week)

Main place of work: 12a Basset Court, Loake Close, Grange Park, Northampton, NN4 5EZ.

Please note: At present we offer a hybrid working environment with a minimum of 2 days based in the office alongside the option to work remotely up to 3 days per week.

ROLE INFORMATION

Working within our existing client service team, you will be responsible for managing all customer facing aspects of our software platform BookingsPlus. This includes onboarding new business, supporting customers with their enquiries and issues via our various support channels as well as writing and maintaining our user documentation.

Your primary objective will be to ensure you provide the best possible service from day one. This starts by ensuring new client accounts are setup efficiently in accordance with their requirements and continues through your ongoing support to develop relationships which helps businesses to grow, remain loyal to and ultimately continue to use our platform.

The day-to-day role commands that you are both reactive to customer requests and proactive to ensuring all objectives are matched, both of which will be measured by KPIs and client feedback data.

Your main responsibilities will include:

  • On-board new clients through the setup of new booking systems
  • Provide 1st line support for inbound client queries via tickets and telephone
  • Troubleshoot issues and escalate technical issues to 2nd line support team
  • Create and maintain user documentation to ensure it remains accurate and relevant in accordance with software updates
  • Pro-actively identify ways of improving our product through customer feedback
  • Understand competitor offerings and the venue lettings market
  • Provide online training to users who require assistance with specific functions of platform

What we require from you:                                                        

  • 2+ years working within a SaaS customer service or support role
  • A high level of IT literacy (including Word, Excel, Outlook) and an ability to adapt those skills to quickly learn systems
  • A logical and organised approach to problem-solving, asking appropriate questions to facilitate the collection of required information
  • Fluent in English both verbally and written
  • Excellent communication and relationship building skills
  • Passionate about delivering a quality service
  • A friendly and positive outlook
  • Must have the right to live and work in the UK

What we can provide for you

  • An opportunity to develop your knowledge and experience working within a software and technical support orientated environment
  • Opportunities to progress within the organisation
  • A non-contributory pension scheme
  • discretionary bonus based on company and personal performance
  • life assurance, private healthcare and travel insurance
  • 25 days annual leave (+ bank-holidays) plus 1 day for each completed year of service (up to a maximum of 5 extra days)

Kajima Community aims to be an equal opportunity employer and is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of sex, disability, religious belief, marital status, colour, race, age or ethnic origins, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

For further information on this role, or to apply, please contact Client Services Manager, David Stubbs at david.stubbs@kajima.co.uk or on 01604 677 764.