Customer Service Specialist - Billings & Bank Feeds

You'll have:

• customer service experience in a similar environment; excellent listening skills and a passion for helping people
• experience of handling difficult or complex conversations
• a high level of self motivation to go the extra mile
• excellent spoken and written communication skills
• good working knowledge of spreadsheets and attention to detail
• strong technical skills; be highly computer-literate and web-savvy
• advanced troubleshooting skills
• security and compliance awareness

Have an understanding of Open Banking and bank feed integrations. Please apply even if you do not have this experience, we'd love to hear from you!

Annual starting salary of £27,000 - £30,000 per annum depending on experience, with room to progress to £34,000 within the role, and beyond over the duration of your time at FreeAgent.

Our starting salaries typically leave some opportunity for growth within the band as salaries are linked to performance expectations to nurture our culture of fairness, learning and development. 

We pride ourselves on creating a fantastic place to work, including (but not limited to!) the following:

• 33 days holiday (and an extra day for each year you're with us)
• Flexible/hybrid working
• Private health care
• Life assurance
• 5% matched pension contributions
• Summer 4 day weeks (giving you 8 additional days off!)
• Buy-as-you-earn share schemes
• Sabbatical leave (unpaid)
• Cycle to work scheme
• Wellness webinars
• Focused learning time and learning budgets
• Volunteering day

Tempted to apply? Please read over the hiring process for this role so you know what to expect.

Our Support Team

We pride ourselves on our exceptional customer support, and to help us continue this we're looking for customer service professionals who are interested in a career in fintech, to compliment and grow our experienced team. We invest in our people, providing in-house learning and development opportunities as well as support for further studies, to ensure we continue to meet our high standards and have a happy, diverse and high-performing team. ⭐️

The role
We are currently hiring to fill our Customer Service Specialist role within our dedicated Billing and Bank Feeds team. Playing a key front-line role, you'll be a confident communicator who enjoys helping people. You'll have excellent organisational skills, enjoy getting the details right and have solid all round technical flair. Not afraid to shine, you'll enjoy the opportunity to communicate with our customers.

Day to day you'd be helping users by

• assisting customers over the phone, messaging and email with the following:
  • subscriptions, refund requests, free trials and other billing related queries
  • account transfers and liaising with the appropriate stakeholders for timely authorisation
  • setting up their bank feeds within FreeAgent
  • troubleshooting bank feed connection or integration problems
  • troubleshooting login issues
• responding to queries regarding specialist area feature requests
• working closely with the technical team to diagnose and troubleshoot any potential bank feed issues and taking responsibility to inform users once they have been fixed

We believe in a strong work-life balance, we don't work long hours (35 hour working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams.

At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!

Work pattern for this role

This is a permanent role (Monday to Friday, 9am to 5pm).

This role will be based in our Edinburgh office, with an initial training period of at least 6 months. However, after this training period is completed there will be an opportunity to adopt hybrid working, with an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for years.

One last thing, FreeAgent is moving house! 🏡
Next year we'll be moving to our swanky new pad to the west of Edinburgh, with superb employee facilities and close to multiple transport links. We'll share more details with you as you go through the hiring process.