• We support remote, hybrid and flexible working, ensuring you’re provided with the equipment you need to create a comfortable home-office environment

• Access our HQ in Edinburgh / workspaces around the UK with team off sites 

• A collaborative, cross functional (pet friendly) environment working in small teams with autonomy enabling you to deliver meaningful and impactful work

• We offer Vitality private health cover and other private health benefits

• 34 days annual leave

• 12 paid personal development days per year with additional personal training budget and resources allocated to help you learn and grow

• 5% matched contribution, share options and company-wide bonus scheme

• Enhanced modern family leave available to everyone

We seek a proactive and customer-centric Client Support Specialist to join our team. The successful candidate will have a blend of responsibilities, primarily assessing eligibility levels for Disclosure and Barring (DBS) checks for clients. This includes providing client support while ensuring their compliance with the eligibility criteria for background checks. The role will require exceptional support to our clients, ensuring their needs are met promptly and effectively. Strong communication skills, problem-solving abilities, and a commitment to delivering outstanding service our clients can trust are essential for this role.

• Evaluating incoming applications for Standard and Enhanced Disclosure and Barring Service (DBS) checks to ensure accuracy and compliance with legal requirements on behalf of our clients. 

• Offer assistance and guidance to clients to help them understand and fulfil legal requirements under government guidelines.

• Maintain precise and up-to-date internal tracking systems and spreadsheets.

• Address and escalate any delayed DBS applications on behalf of our clients.

• Demonstrate the ability to manage multiple tasks and prioritise work following set deadlines.

• Serve as the subject matter expert on DBS processes within the Client Success Team.

In addition, some of the other  key responsibilities include:

Client Interaction:

• Respond promptly and professionally to client inquiries through our online ticketed support system, email and phone. 

• Provide support and troubleshooting assistance to resolve client issues efficiently. 

Ticket Management:

• Manage and prioritise support tickets using our ticketing system, Zendesk, to ensure timely resolution.

• Apply your analytical skills and problem-solving abilities to assist clients with their inquiries and support requests effectively and efficiently.

• Working collaboratively with the teams across the business to implement fixes; additionally, communicating with suppliers to promptly escalate and resolve issues.

Client Education:

• Educate clients on product features, functionalities, and best practices to optimise their experience and success.

• Develop and maintain support documentation, including support articles and user guides, to empower clients to troubleshoot common issues independently.

Quality Assurance:

• Ensure accuracy and thoroughness in all client communications and support interactions.

• Monitor client feedback to identify areas for improvement and implement corrective actions as needed.

Cross-Functional Collaboration:

• Collaborate with internal teams, Client Relationship Managers and Technical Engineers to address client needs and ensure seamless service delivery. 

• Support the Onboarding Team with new client handover, utilising insights and guidance to facilitate a smooth transition for clients joining our platform.

• Demonstrable experience in a customer-facing client support/customer service environment, with a proven track record of providing high-quality support and commitment to delivering exceptional customer experiences. 

• Strong verbal and written communication skills, with the ability to articulate concepts clearly and concisely to users. 

• Ability to work effectively independently and as part of a team in a fast-paced environment.

• Excellent organisation skills with the ability to prioritise work effectively.

• First-rate problem-solving skills and a proactive approach to issue resolution.

• Sharp attention to detail and ability to identify areas for process improvement

• A solid eagerness to deliver world-class client support and exceptional customer service. 

• Familiarity with support ticketing systems and CRM software (Zendesk and Hubspot) is advantageous.

• Having knowledge of DBS processes would be helpful.

We think it’s important to have an open and transparent interview process so that you have a clear understanding of what to expect. The process might vary slightly depending on the role type or team you apply to join but it usually goes as follows:

• Internal review of applications

• An initial chat about the role with a member of our People and culture team

• A more structured interview with the team manager and one other team member

• An informal chat with some other team members about the opportunity OR a task based interview with clear direction given

• Role offer

• Onboarding welcome and process kick off with support across the team

As you might expect, we care about privacy and we have a privacy policy specific for job applicants which explains how we handle your information and data.

If this is you and the role sounds like something you would be interested in,  please contact work@amiqus.co for a confidential discussion and attach an up-to-date CV / portfolio.