Head of Customer Care Insights for Starling Bank driving transformative improvements across the Customer Care division by analyzing performance and customer outcomes.
About the role
- Customer Support Executive assisting clients with Foods Connected software solutions. Providing ongoing support and product optimization to enhance customer satisfaction.
Responsibilities
- Build an in depth understanding of Foods Connected product offerings across Food Quality & Technical and Procurement and Protein Optimisation offerings.
- Offer prompt and proactive support to customers and their suppliers using systems like HubSpot, ensuring efficient case management and issue resolution.
- Track customer interactions, and potential issues using CRM tools, ensuring transparency and accurate record-keeping.
- Work closely with other members of Customer Success, and development teams to ensure customers' needs are met and products are aligned with customer feedback.
- Take appropriate steps to escalate issues when needed to second or third line and continue to monitor this progress for the customer and communicate effectively.
- Support customers when required through the onboarding process, ensuring a smooth transition onto the Foods Connected platform in collaboration with other assigned Customer Success team members.
- Gather and analyse customer feedback to inform product improvements and updates.
- Monitor and report on customer health metrics using our CRM platform HubSpot to ensure high satisfaction.
- Provide clients with regular updates on their usage, highlighting key insights and areas for further optimisation.
Requirements
- Bachelor’s degree in related field and 2 years relevant experience; or equivalent combination of education and experience.
- 2+ years’ experience in a role offering first line technical support.
- Hands-on experience using customer success or CRM tools like HubSpot, Zendesk, or similar platforms for managing customer relationships, support cases, and reporting e.g. Jira or similar.
- Proficiency in Microsoft: 365 Suite (Excel, PowerPoint, etc.)
Benefits
- Competitive Base Salary
- Clear Career Progression
- Generous Holiday Package - 25 Days + 10 Public Holidays
- Secure Company Hardware
- Employee Wellness Program and Classes
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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