EPOS NOW

Responsibility

• location - Norwich
• salary - £23k - £31k plus uncapped comms
• hours - Monday - Friday | 1pm - 10pm
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• plus we offer a great career progression plan, fully-paid training for the role, and fun, supportive teams
• welcome to Epos Now - we're a leading fintech business, with a mission to help small businesses grow and thrive using our cloud-based software
• we are rapidly developing , and want to expand our UK sales teams to support further growth this year
• as a sales consultant, you will be the first interaction for many prospective customers looking for a tech-led solution to their challenges
• as a driven, confident and resilient sales professional, you will take accountability for nurturing your leads, building your pipelines and exceeding your targets month on month
• listen to customer needs and identify opportunities
• deliver awesome service
• what will you do?
• sales are where the action is! You will…

Requirements

• direct sales experience, ideally in a telesales environment
• A passion for providing an exceptional customer experience
• outstanding communication skills, with a great phone manner
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• the drive to meet and exceed your set KPIs
• B2B sales: 1 year
• direct sales: 1 year
• resilience and the ability to have challenging conversations and overcome objections
• adaptability and willingness to learn
• confidence and a positive attitude

Benefits

• profit sharing

Earnings for position sales consultant

Responsibility

• lead, motivate, coach and develop the Customer Service Team to deliver industry-leading customer service
• coordinate your team’s workload by setting expectations at the start of each day and managing team and individual sales targets
• effectively recruit and onboard new team members
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• ensure excellent customer service across your team with effective call monitoring and coaching
• location: Norwich
• role title: Customer Service Team Leader - Nights
• role title: Customer Service Team Leader
• manage customer satisfaction through surveys and back-office satisfaction
• create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
• ensure the team accurately input and process data on the company’s CRM system
• hours: Monday - Friday | 9am - 6pm | occasional weekends
• hours: Monday - Friday, 9am - 6pm, some weekends
• effective risk management and ensure effective cover of management
• management of customer satisfaction through end of call surveys, case management surveys and back office satisfaction
• escalate relevant technical issues using data to confirm the scale of the issue
• escalation of hardware and software issues as soon as they arise utilising data to confirm
• manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation
• be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Customer Engagement Team

Requirements

• call Centre Management: 1 year
• call Centre Leadership: 3 years
• customer Service: 3 years

Benefits

• profit sharing

Responsibility

• lead, motivate, coach and develop the Customer Success Team to deliver industry-leading customer service
• coordinate your team’s workload by setting expectations at the start of each day and managing team and individual sales targets
• effectively recruit and onboard new team members
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• ensure excellent customer service across your team with effective call monitoring and coaching
• location: Norwich
• role title: Retention Team Leader
• manage customer satisfaction through surveys and back-office satisfaction
• create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
• ensure the team accurately input and process data on the company’s CRM system
• hours: Monday - Friday | 9am - 6pm | occasional weekends
• effective risk management and ensure effective cover of management
• escalate relevant technical issues using data to confirm the scale of the issue
• manage all cases and outbound activity to make sure customer queries and issues are promptly resolved, with a proactive focus on customer satisfaction and revenue generation
• be the first escalation point for customer complaints, and ensure compliance with terms and conditions, and take ownership to remove the causes of any complaints by working closely with the Customer Engagement Team

Requirements

• call Centre Management: 1 year
• customer Service: 3 years
• complaint handling: 2 years
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• work Location: In person

Benefits

• profit sharing

Responsibility

• lead, motivate and develop the team
• coordinate team workload and set expectations
• manage overall team performance and delivery
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• makes recommendations and takes ownership of operational improvements that are in line with company objectives and values
• ensures accurate data processing and input of the team
• deputising for the Head of HR in meetings and other required activities -including during holidays and absences
• being a point of escalation for the direct reports and fielding escalations
• ensuring workforce planning and succession planning are in place across the
• ensuring workforce planning and succession planning are in place across the business
• overseeing contract/payroll/asset aspects of onboarding
• supporting managers to deliver fair and competent disciplinary, performance management and capability management procedures in accordance with country-specific legislation
• ensuring managers are trained and competent to deliver any employee relation activities
• if required, dealing with ACAS and Tribunal Claims

Requirements

• CIPD qualification
• proven experience as an HR generalist
• people management experience
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• experience in managing/overseeing payroll
• excellent HR Systems experience
• excellent communication skills, including written and verbal
• excellent relationship-building skills
• experience in active contribution to change and projects
• A strong understanding of UK employment law and HR best practice
• A professional and credible approach to business and HR
• passion and demonstrate a business-first mindset
• A results-focused approach
• human resources: 1 year
• excellent customer service experience

Responsibility

• lead, motivate, coach and develop the Onboarding team to deliver industry-leading customer service
• coordinate your team’s workload by setting expectations at the start of each day and managing team and individual sales targets
• effectively recruit and onboard new team members
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• ensure excellent customer service across your team with effective call monitoring and coaching
• manage customer satisfaction through surveys and back-office satisfaction
• ensure the team accurately input and process data on the company’s CRM system
• effective risk management and ensure effective cover of management
• create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data
• escalate relevant technical issues using data to confirm the scale of the issue
• management of customer satisfaction through end of call surveys, case management surveys and back office satisfaction
• escalation of hardware and software issues as soon as they arise utilising data to confirm the scale of the issue

Requirements

• customer Service: 3 years
• call Centre Management: 1 year