Trainee Customer Support Associate

We’re looking for a proactive Trainee Customer Support Associate to join our internal Adviser Technology Team. This office-based role is pivotal in supporting our members by providing first-line technical assistance across our full suite of financial planning tools. The team are responsible for the delivery of over 15,000 licences, across a product suite of 10 financial planning tools.

Key Responsibilitie

• sProvide first class support to our customers via email, web and phone, including investigating and troubleshooting customer issues
• .Control licencing of our various technology solutions
• .Play a proactive role within the existing technology team, to enhance our technology offerings and our licence outreach
• .Support our internal finance teams with income reconciliation
• .Leading online 1:1 software support session
• .Responsible for keeping current members satisfied and delivering an exceptional service on a day to-day basis
• .Deal on a reactive and proactive basis to queries and resolve issues for existing and new members
• .Looking after all the operational tasks and working towards deadlines
• .Liaise professionally between internal staff members
• .Carry out any ad-hoc requests made by senior management to support the wider Simplybiz teams
• .Oversee the end-to-end administration and management of software licences across the organisation’s suite of SaaS products, ensuring compliance, optimisation, and cost-effectiveness

.
Key Skills & Experien

• ceCommunication skills - Internal and external written, telephone and face to face communication to members and internal department
• s.Customer service - Both internal and external. Rapport building, Listening and interpretation, fact finding, understanding needs and negotiation. Maintaining positive internal relationship
• s.Time and self-management - Organisation and prioritisation, working to deadline, taking ownership and accountability for own area and ensure you are punctual and work to the team’s daily rot
• a.Understanding of the Organisation - Understanding of the group vision. Understanding SimplyBiz, and the wider Fintel Group. Competitor and industry awarenes
• s.IT Skills – Microsoft Dynamics 365, intermediate Word, basic Excel and basic PowerPoint, Able to deliver effective web meetings and training sessions on an ad-hoc basi
• s.Problem Solving - Research, investigation and decision makin
• g.Product Knowledge - A working knowledge of financial products and be able to discuss the key features and understand the minimums maximums requiremen

ts
Reporting L

ineYou will report directly to the Head of Adviser Technology and work closely with a dedicated team of technology professiona

ls.
What We’re Looking

• ForExcellent communication and problem-solving ski
• lls.A customer-first mindset with a passion for helping oth
• ers.Familiarity with financial planning tools or software support is a p
• lus.Ability to work effectively in a team and manage multiple queries efficien

tly.
Why Joi

• n Us?Comprehensive benefits: pension, life assurance, critical illness cover, income protection, medical cash plan, holiday buy, and cycle to
• workHybrid working with flexibility around location and t
• ravelCareer growth within Simplybiz and the wider Fintel
• groupAccess to industry-leading insight and reso
• urcesA culture built on ambition, collaboration, and future-