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  4. Customer Support Consultant Haddenham 2024
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At Defaqto, we are on a mission to empower everyone to make smarter financial decisions, and we want you to be a part of our exciting journey to become the #1 provider in the UK. We are committed to excellence, not only in our people but also across our diverse portfolio of products:

  • Expert Ratings for Consumers: We empower consumers by providing expert financial guidance at a glance.
  • Innovative Financial Planning Software: We develop solutions that simplify complex financial planning for millions.
  • Mission-Critical Technology: Behind the scenes, our technology is transforming the way product manufacturers optimise financial products for the market.

So, why join Defaqto?

  • Impactful Work: Every year, we support over 50 million financial decisions with a combined value exceeding £80 billion. Your contributions will directly influence and shape the financial landscape.
  • Exciting Growth Opportunities: Our recent acquisition by Fintel PLC and ambitious growth plans mean Defaqto is set to double in size over the next 3-4 years, meaning more opportunity for you to grow and develop.
  • Collaborative Culture: Collaboration is not just encouraged, but celebrated. We believe in a supportive environment where ideas are valued, and skills are recognised.

The role

We are looking for an individual who is solution focused and has a passion for combining customer service with technical support. You’ll provide 1st line support for internal and external software users, across the entire Defaqto product suite. You’ll work to replicate issues and understand customer requirements, to ensure timely and right first-time resolution. We work closely with our Application Support, IT Development, Research and Insight teams to progress queries, and track them through to resolution.

Full training will be provided for this role, offering you a great opportunity to advance your technical and customer service skills, whilst growing knowledge in the Financial Service industry. If you have prior experience in a similar setting or are interested in entering the world of finance and technology, we’d love to hear from you.

What you'll do

  • Develop and maintain in-depth knowledge of Defaqto’s products/services and how clients use them.
  • Respond to incoming customer emails and telephone calls, meeting defined timescales for initial response, issue replication, identification of severity level, next course of action and issue resolution
  • Record all reported issues in our CRM system and ensure progress is logged appropriately.
  • Investigate issues in liaison with relevant internal teams.
  • Proactively monitor all applications to ensure advance warning of issues that will impact the customer.
  • Configure Defaqto Compare software and data extracts in line with Client requirements and within agreed SLAs. You will also assist the Contracts & Licensing team when required.
  • Participate in the testing of new software releases and patch fixes.
  • Maintain and update process documents.
  • Work on a rota covering shifts of 08:30-17:00 and 09:00-17:30, with a willingness to work outside of normal office hours when necessary to respond to business needs.

What you'll need to succeed

  • Excellent written and verbal communication skills, including a good telephone manor and presence when undertaking screen shares and video meetings.
  • Great customer service skills, with the ability to build and maintain rapport with both internal and external users, and across departments.
  • Strong organisation and prioritisation skills, with the ability to work to deadlines and a strong focus on customer satisfaction.
  • Good level of IT literacy and capable of learning new software quickly. Previous use of CRM and Microsoft D365 applications is desirable.
  • Be a keen problem-solver, who is creative and proactive in seeking out preventative measures and continual improvement.
  • The ability to work under pressure and to specific targets.
  • Be a team-player, with the flexibility to adjust to the needs of the team.

Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.

For these reasons we strongly encourage suitably qualified applicants from a wide range of backgrounds.

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