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&aposre 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&aposs 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&aposs to Construction, and many more. We&aposre 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: Handle incoming customer inquiries via multiple channels (phone, email, chat, ticketing system) Achieve first contact resolution on standard accommodation queries and issues Escalate complex cases to Level 2 agents with detailed documentation Maintain our case management system to a high level of accuracy, ensuring all queries are recorded, solved, or escalated, as appropriate. 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 does Access offer you We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. On top of a competitive salary, our standard 25 days holiday (which goes up the longer you are with us), and a matched pension scheme you will also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you will also have a charity day you can take to support something that matters to you. At Access we are all about helping everyone Love Work and Love Life. Why Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn&apost match perfectly, we would still love to hear from you. You might just be who we are looking for. We love the fact that we are all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it is just more fun! What is holding you back Come and be part of our Amazing Access Family! Love Work. Love Life. Be You. Show more Show less