Provides proactive support to contractor clients throughout their lifecycle, manages queries, reviews contracts, coordinates with internal teams, and resolves concerns within KPI and SLA targets. The role also gathers customer feedback, improves processes and customer touchpoints, supports quality systems, and contributes to a positive team environment.
This role is responsible for providing friendly, efficient and swift service to our umbrella clients during their lifecycle, meeting our brand promise of Financial Expertise, with Heart. You will act as a key point of contact for our contractor clients providing ongoing support and effectively manage client queries. You will ensure accurate contract reviews, efficient problem-solving with internal teams, and a consistently positive customer experience within agreed KPIs and SLAs
Knowledge & Experience
Your day to day
Benefits
Remote first working, enhanced annual leave days, EAP Service, emp’er contribution pension, life assurance, home working subsidy, health & wellbeing subsidy, social events, paid education and study leave
Knowledge & Experience
- Min 2 years experience in a busy, high volume customer-focused environment
- Min NFQ Level 5 educational training
- Excellent standards of written and verbal English
- Proven experience working in a deadline-driven, high volume, customer service environment with daily contact with clients by phone and email;
- Team player, great interpersonal skills with outgoing, friendly personality; you enjoy dealing with people
- Friendly and professional telephone manner and ability to maintain this in a high call volume environment
- Great attention to detail due to the sensitivity of the information and documentation handled
Your day to day
- Be a key point of contact for contractor clients and provide proactive, fast and friendly support to effectively manage client queries;
- Ensure accurate and timely review of contracts and adherence to deadlines;
- Liaise with contractors and agencies regarding queries;
- Liaise with our internal technical teams to effectively and efficiently resolve client queries;
- Complete daily operations activities to achieve consistently positive customer experience within agreed KPIs and SLAs;
- Contribute to the improvement of our services by encouraging feedback from customers regarding their experience of our service;
- Identify and implement opportunities to streamline and improve operations, processes, and customer touchpoints, fostering an environment of continuous improvement on the CX Team;
- Play an integral role in understanding the customer journey within Fenero, looking to improve engagement and communications at all points;
- Manage customer concerns and escalated to the team lead as required;
- Adhere to the procedures of our Quality Management and Client Feedback Systems;
- Work cooperatively with others, contributing to a positive team environment and shared success.
- Demonstrates "One Team" value by interest in and working effectively with other members of the team and wider company;
- Progress Company Culture by actively supporting and enhancing company values, gets involved in company activities, contributes to a positive workplace culture and organisational success;
- Other ad hoc tasks as required.
Benefits
Remote first working, enhanced annual leave days, EAP Service, emp’er contribution pension, life assurance, home working subsidy, health & wellbeing subsidy, social events, paid education and study leave
Fenero Dublin, Dublin, IRL Office
Dublin, Ireland
Similar Jobs
Security • Cybersecurity
Manage and grow strategic channel partnerships across EMEA and Latin America by recruiting partners, executing joint business plans, driving pipeline and revenue, supporting sales and marketing programs, and enabling partner teams through training, certifications, account mapping, and pre-sales engineering. The role requires enterprise software channel expertise, partner development, executive communication, objection handling, and regional travel.
Top Skills:
Automation SoftwareSecurity Software
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Provide proactive technical support and account advocacy for Premium Support customers across EMEA. Responsibilities include customer onboarding, platform training, health checks, technical issue resolution, escalations, knowledge sharing, renewal-risk mitigation, and expansion support. The role partners with internal technical and sales teams, serves customers from SOC staff to executives, and requires fluent English and Hebrew, Windows Server experience, cybersecurity knowledge, strong communication, and up to 25% travel.
Top Skills:
Ai TechnologiesCrowdstrike PlatformCybersecurityEnterprise Web TechnologiesLinuxmacOSSaaSWindows Server
Software
Manage and grow cybersecurity channel partnerships across EMEA. Responsibilities include developing joint business plans, driving indirect revenue, managing pipelines and deal registrations, enabling resellers and distributors, executing channel programs, coordinating co-marketing, recruiting partners, analyzing performance, and collaborating with sales, marketing, product, engineering, and customer success teams.
Top Skills:
Ai-Driven Security SolutionsCrm ToolsCtemPartner Management PlatformsSalesforceVulnerability Management Platforms
What you need to know about the Dublin Tech Scene
From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.
