Job Description

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.
What does Access offer you?
We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you'll also be able to choose from a range of benefits to suit you. We're an organisation that likes to give back, so you'll also have three charity days allocated to support a cause that matters to you.
Join the Access Family and see how we make software ideas become a reality!
Our core value of 'Love Work, Love Life, Be You' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.
We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.
What are we all about?
At Access, we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit's to Construction, and many more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.
About you:
You are excited about working for a best in class, fast growing Software house and solve business-critical problems for our customers.
You have strong analytical and problem-solving skills and are a creative thinker.
You are passionate about software and its potential to move organizations forward through innovation. You also have the desire to help your customers by giving them a best-in-class service.
Day-to-day, you will:

• Resolve cases escalated from Level 1
• Provide technical expertise and guidance to Level 1 agents
• Maintain our case management system to a high level of accuracy, ensuring all queries are recorded, solved, or escalated, as appropriate.
• Lead root cause analysis for recurring issues and implement solutions
• Take initiative and support continuous improvement of our customers experience by proactively identifying case trends, researching potential challenges, and creating solutions.
• Support digital deflection initiatives by guiding customers to self-service options
• Ensure no cases remain unresolved beyond company SLA guidelines
• Participate in knowledge sharing and continuous improvement initiatives
• Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.

Your skills and experiences might also include:

• The ability to develop a broad knowledge of our software.
• An ability to grasp technical concepts and new product functionality quickly.
• Excellent written and verbal communication skills in English
• Hospitality or customer service experience
• Ability to work rotating shifts including nights, weekends, and holidays for 24/7 coverage
• The ability to act as a role model for best practice and actively promote a positive working environment. You deliver value to the business, effectively, efficiently and to a high standard.
• Effective communication skills. You are a confident, clear, and warm communicator with a flexible and constructive approach to customers and to the team alike.
• You work at pace, are goal orientated and have a strong delivery focus.
• You remain calm and professional when handling challenging queries.
• Have Enthusiasm in busy periods and ability to work in a team.

What are we all about?
The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.
At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.
Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.
Love Work. Love Life. Be You.

Skills Required