QCS Overview
Quality Compliance Systems (QCS) maintains a clear market leading position in the UK Care sector. The service provides access to the most comprehensive set of customised care sector policies, procedures and mock inspection toolkits in a software offering. QCS strives to build a trusted and respected brand based on the quality of our products. We are committed to helping everyone who cares to do a great job. Joining QCS is an opportunity to be part of an organisation that values our people as our greatest asset and is a respected innovator in the Care sector.
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Department Overview
The Customer experience team at QCS is a fast-growing team, we are on a journey to create a world class Customer Success team we are flexible, energetic individuals who welcome the challenge of meeting the needs of a growing customer base. We are a connecting team in QCS, we are the best source of customer insight and we share it widely with others. We work together to share our best practices and expertise to resolve customer queries efficiently. We focus on reducing our customers’ friction points creating a smooth journey. 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 for our customers how and when they need us.
Purpose of the Role
Reports to: Customer Success Manager
The purpose of our Customer Success Specialist is to guide customers through their onboarding, adoption and supporting their growing knowledge and skills to be advocates of the QCS platform. Making sure a customer who starts happy, stays happy, they support Account Managers and customers in successfully renewing and staying with QCS. As a Customer Experience team we have been looking at customer touch points and improving the journey for our customers, now we are looking to expand our scope to ensuring customer success throughout their journey.
We work closely with our compliance teams and content teams to ensure that our customers have everything they need to be a successful and compliant company sharing best practices.
Key Accountabilities
- Holding tutorials and support meetings for customers, demonstrating the value and benefits.
- Identify customers at risk and manage accordingly.
- Developing and Storing customer records in Salesforce to ensure accuracy and reliability of data.
- Having an awareness of the importance of customers engaging with our platform and sharing the benefits and value with customers on every contact.
- Competently problem solve, using creative solutions to solve customer queries.
- Maintain and provide input to support content and product development.
- Ensure the QCS customer to ensure they utilise the benefits of our software and policy documents.
- Be confident and able to speak with all customers regardless of their role within an organisation.
- Collaborate, problem solve and communicate with colleagues daily.
- Maintain existing customer success metrics and SLAs are met.
- Answer queries relating to technical use of the software system and policy updates.
- Maintain and update the customer knowledge base to promote self serve success.
- Proactively and consistently keep up to date with Operational and company news, relevant industry and software updates.
- Identify upsell and cross-sell opportunities within existing accounts based on usage patterns and business needs.
Skills
- 3 – 5 years of experience in a role reduces friction for customers and increases their success.
- Strong verbal, written communication and project management skills.
- Active team player self-starter, and multi tasker who can quickly adjust priorities as needed.
- Possess excellent IT skills with the ability to work across multiple systems seamlessly.
- Is an excellent communicator and relationship builder.
- Demonstrates good time keeping habits, can work unsupervised.
- Will express their own views and constructively challenge with alternative views appropriately.
- Possesses a positive and resilient attitude with a high level of self-motivation.
- Demonstrates a high level of emotional intelligence.
Behaviours
- Reputation for excellence
Being passionate about the QCS brand. Committed in heart and mind. Striving towards a reputation inside and outside QCS for excellence - Be easy to work with
Be known for making things happen through great service. Having a supportive and approachable manner where our first response is ‘yes, we can make it happen’ and make it easy for customers and colleagues to understand what we do and how we add value. - Teamwork
Demonstrate the ability and desire to work cooperatively with others. - Accountability
Having the courage to be responsible for the decisions made, being bold and challenging the way we do things all the time, with a view to making us succeed and being accountable for results. - Personal Discipline
Keeping a schedule and organised work day, respecting deadlines and managing time effectively. - Proactivity
Acting in advance of a situation, taking control and making things happen. Proactive people generally do not need to be asked to act, or do they require detailed instruction. - Curiosity
Future-focused, inquisitive and open-minded; seeks out evolving and innovative ways to add value to the organisation.