Full-Time Customer Happiness Facilitator
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The Customer Happiness Facilitator exists to ensure ongoing, cheerful connections between Thankyou Payroll and our clients. Your role is to answer calls and emails and to help customers navigate our system and the complexities of payroll processing. You’ll be an experienced customer service professional with a passion for finding the right solutions and an appreciation of our organisational values. You’ll like people, be patient, precise and practical. Plus, you like dogs and maybe, just maybe, you’ll have some accounting or payroll experience.
This role is a full time, permanent, 9-5, Monday to Friday position (with some flexibility). The role will be based in Dunedin for the first few months and will transition to Wellington in late July. We offer 5 weeks of holidays per year, paid community volunteer opportunities and the chance to be a part of our grant-making organisation. We think it’s important to have a supportive office environment and a holistic way of thinking about the world. Thankyou Payroll aims to value the businesses, charities and humans we work with, as well as the communities we serve. We value creativity, cheerfulness and the ability to think big and make connections between seemingly disparate ideas.
Members of the Thankyou Payroll board, clients, partner organisations (accountants and bookkeepers), other employees of Thankyou Payroll, community members, IRD employees and members of the Thankyou Charitable Trust
Provide customer support via phone and email
Maintain and update help documentation
Form strategic relationships with clients and partner organizations
Facilitate policy and procedure development that exemplifies best practice
Work as part of the Thankyou Payroll team
Excellent communication skills, written and verbal
Proven organizational skills, problem solving abilities
Reliability, determination and ability to get stuff done
Enjoyment of and enthusiasm for working with people
Ability to relate to frustrated clients
A commitment to the values of the organisation and the social enterprise kaupapa
Creativity, flexibility and energy.
Ability to maintain appropriate boundaries and de-escalate situations
Ability to work independently
Relevant experience in customer service
Technical skills (HTML) and technical content writing
Key Tasks in Detail
1. Provide customer support via phone and email
Provide customers with support via email and phone interactions, using our CRM
Work consciously to maintain respectful relationships
Create avenues for client opportunities to provide feedback and suggestions on the direction of the organization
Create an (online) atmosphere that is welcoming of all clients
Develop and implement pro-active customer service strategies
2. Maintain and update help documentation
Maintain an up to date understanding of the Thankyou Payroll system and related legislation
Ensure help documentation on the website and in videos is accurate and up to date
Look for ways to make help documentation more accessible for clients
3. Form strategic relationships with clients and partner organizations
Keep clients and partner organisations engaged with and informed about the activities and events that Thankyou payroll is engaged in
Work collaboratively and selectively with current and potential partner organizations
Look for opportunities for our CEO and CTO to participate in high-level discussion through government and community
4. Facilitate policy and procedure development that exemplifies best practice
Develop and update on a regular basis policies and procedures to ensure the safety of Thankyou Payroll and it’s clients
To maintain a commitment to the principles of Te Tiriti o Waitangi
To maintain a commitment to the best practice employment and customer service procedures
5. Work as part of the Thankyou Payroll team
Work alongside Thankyou Payroll to support our general business and business functioning – ie helping out in the office or at events when required.
Maintain liaison with all workers at Thankyou Payroll in order to provide the best information to staff and clients and to play a role in supporting the wider team.
Provide regular reports to staff and board as required
Participate in professional development and training in order to continue professional growth.
Thankyou Payroll is growing fast. You will be joining a small, talented, expanding team and your role in our support area presents an opportunity to grow with us and make good things happen.
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