The Customer Experience team is the vibrant heart of QCS—dynamic, energetic, and constantly growing. We are on a thrilling journey to create a world class Customer Success team that doesn’t just meet customer expectations but exceeds them. We are the go-to source for customer insights, sharing our knowledge and best practices across the organisation to ensure every interaction is smooth, positive, and impactful.We are innovative and creative in our approach to problem solving, using all tools at our disposal to ‘Get Things Done’ and ‘Make Things Better’ for our customers. We handle queries through phones, emails and social media and are expanding to other channels in the near future, to make sure we are available when our customers need us.
Purpose of the Role
Reports to: Onboarding Team Lead
As a Customer Service Advocate, you’ll be the face and voice of QCS, directly engaging with our customers and ensuring their success with our products. You’ll take charge as the first point of contact, confidently guiding customers through their queries, whether it’s offering solutions or escalating issues to specialised teams. This role is all about making things happen: with a positive, can-do attitude, you’ll collaborate, share insights, drive continuous improvement, and provide excellent service, leaving every customer with a positive impression of QCS.
Key Accountabilities
- Be the first point of contact for incoming customer calls, ensuring each interaction starts on a positive note
- Capture call insights and raise cases in Salesforce, keeping our data accurate and reliable.
- Triage calls effectively, resolving issues on the spot or escalating when necessary.
- Maintain a high standard of customer service,ensuring withal queries are resolved within set SLAs.
- Maintain existing customer success metrics.
- Answer queries relating to technical use of the software system and policy updates.
- Ensure all customers are fully aware and use the benefits of our software and policy documents.
- Collaborate with your team daily, sharing knowledge, solving problems, and contributing to our collective success.
Skills
- Be confident in engaging with customers at all levels within an organization, with a natural flair for communication.Proven experience in a customer facing role.
- Strong verbal and written communication, with the ability to convey information clearly and effectively.
- Proactive team player who is also a self-starter, always ready to take the initiative.Tech-savvy, withexcellent IT skills with the ability to work across multiple systems seamlessly.
- Positive, resilient, and highly self-motivated, with a passion for helping others.
- Able to manage time effectively, working independently while keeping to deadlines..
You’ll love being on the QCS team because:
- We are a dynamic, high achieving company that supports everyone who works for us to realise their full potential
- We listen to our people and we trust them
- We provide our people with the tools and the backing to turn outstanding ideas into successful innovations that improve lives
- We have a strong set of shared values – ‘Do the Right Thing’, ‘Make it Better’, ‘Play for the Team’ and ‘Get it Done’ – that together form the cornerstones of our culture
The benefits of working at QCS:
This is a full-time, permanent opportunity to work within an established and friendly team. We all enjoy 29 days annual leave, get spoiled by the benefits and treats in Perkbox and enjoy the lifestyle that comes with Everyday Flex working. We are well supported to ensure we have the tools, equipment, and the training we need to be successful in our roles. Although in this role the core hours are Monday to Friday 9-5, at QCS we are advocates of flexible working, understanding life happens outside of work.
Where is this opportunity based?
We are a hybrid company. For us this means we come into the office when it makes sense to come in. If there is a workshop or meeting that would be better in person and where we’re focusing on collaboration, then we meet at our Stockley Park office in Uxbridge.