Job Description

Overview

Join to apply for the Customer support analyst role at Seccl. Hybrid role with 3 days a week in Edinburgh.

The role

We’re looking for a Customer support analyst to join our Customer success team. This role is pivotal in supporting our clients to utilise our technology, providing exceptional service – one that people will remember and recommend us for. You will be the internal advocate for our clients, ensuring their voices (or issues) are put forward and resolved.

On a typical day you will be…

• Acting as the go-to person for our clients, working with teams across the business to make sure every question is resolved quickly and confidently.
• Taking calls and responding to emails with energy and professionalism, whether it’s a service query, an account update, a technical hiccup or something completely unexpected.
• Turning data into insight by generating reports, spotting trends, and highlighting recurring issues or feature requests.
• Challenging the status quo by reviewing how we work and suggesting smarter, more effective ways to improve the customer journey.
• Finding fresh and creative ways to ‘wow’ our customers and make every interaction memorable.

This role’s for you if...

• You have a clear passion for supporting customers with some prior experience in a customer-centric role
• You can remain calm under pressure
• You’re customer-obsessed with the ability to put the client first and with a ‘can do’ attitude
• You’re a ‘people’ person who thrives off helping others

This role isn’t for you if...

• You rely on a lot of top-down direction. You’ll have freedom and ownership of your role, and you’ll be expected to shape your own progression
• You’re not comfortable working in a fast-paced environment. You need to act quickly and think on your feet
• You struggle to follow through on ideas. If you care about something, you have the freedom to make it happen
• You don’t like change. You should be willing to embrace uncertainty and rapid growth

What’s In It For You…

We offer a generous mix of benefits for the things that matter to our people, including:

• Salary between £30,000 and £34,000 – dependant on experience and reviewed annually
• 27 days holiday + bank holidays (some flexible) + birthday day off + three days per year for Dependant leave
• Two volunteering days per year
• Option to work abroad for up to six weeks a year
• Secclbrate – recognition programme with flexible rewards including extra pay, additional holiday and increased learning budget
• Length of service award – one month paid sabbatical at eight years
• 6% employer pension contribution, and life assurance
• Private medical insurance with AXA Health
• Enhanced parental leave
• MacBook and up to £500 home office set up budget
• £750 per person learning budget
• Health and wellbeing initiatives including free therapy via Wellness Cloud and mental health support via Headspace
• Financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing via Octopus Legacy
• Perkbox – Flexi-points with discounts and perks including free weekly coffee, gym and retail discounts
• Cycle to Work and Octopus Electric Vehicle Leasing initiatives

Our culture

We’re proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.

Interviewing is a two-way process. Our interviews are conversational, so come with questions and be curious. Our usual process includes:

• First stage – 45 minutes competencies-based interview
• Second stage – 30 minutes interview with the Customer director

We’ll close this role when we have enough applications for the next stage. Please submit your application as soon as possible. You should expect to hear back within one to two weeks of applying.

Our aim is to build a diverse and inclusive company. All applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status.

If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box.