| Department: | Customer Support |
| Job title: | Senior Tax Support Specialist |
| Internal relationships: | Customer Support, Product Managers, Sales, Design, Development and Test Departments, Systems Management, Senior Managers, Directors. |
| External relationships: | Existing & Potential Customers, Third party product providers |
| Responsible to: | Customer Services Manager |
Job summary
To provide a high standard of customer support and technical assistance to Digita customers in an effective and timely manner with particular emphasis on providing support on Tax queries. Provide feedback of information into the design and development process to facilitate continuous product improvement. Maintain a detailed knowledge of tax products such that you are a ‘domain expert’ or ‘evangelist’.
Main duties and responsibilities
Technical:
- Respond to enquiries from customers in relation to the functionality and performance of supported Digita products either verbally by telephone or in writing by email or letter.
- Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and any follow up action.
- Identify causes of and solve problems for customers within acceptable time standards.
- Ensure that wherever appropriate, information gained from handling support queries is promoted to our internal knowledge base and communicated to interested parties.
- Actively communicate ideas, thoughts and tips etc. within the Customer Support Department for discussion and consideration.
- Actively participate in meetings and discussions as and when required.
- Active involvement in the development and maintenance of departmental procedures.
- Identify and react to changing priorities as and when circumstances dictate.
- Liaise with the Development teams to ensure familiarity with forthcoming product changes.
- Along with Product Managers and Sales, compose regular product newswires and user area articles detailing information to be communicated to users.
- Maintain regular communication with product teams discussing support issues, feature requests etc.
- Provide articles for the User Area such as ‘known issues and workarounds’.
Personal Development:
- Maintain up to date knowledge of relevant tax standards.
- Maintain up to date product knowledge and acquire further knowledge of all relevant supported products to facilitate the continued provision of quality guidance to customers.
- Take responsibility and show initiative in areas of own professional development and learning.
- Be prepared to act as a mentor to other employees within the organisation and impart relevant knowledge.
Quality:
- Help to establish a quality driven working philosophy consistent with the aims and objectives of the organisation.
- Actively consider ways of improving the quality and efficiency of the Customer Support Department
Risk:
- Consider the potential risk to the organisation when providing information to customers with particular consideration to the area of 'giving advice'.
- Promote and establish a healthy and safe working environment, ensuring that health and safety policies are complied with.
- Identify potential hazards in the work environment that have the potential to create a risk to other employees or visitors to the organisation.
Additional Information:
- The post-holder will work with minimal supervision and may be expected to deal with other duties appropriate to level and post.
- The job description is an outline of the post-holder's duties and responsibilities. It is not intended to be an exhaustive list and may change from time to time to meet the changing needs of the organisation.
Person specification
| Criteria | Essential | Desirable | Method of assessment |
|---|---|---|---|
| Physical requirements | Physically able to carry out the responsibilities of the role, with the use of aids if necessary. Able to communicate effectively in English. | To have access to a car during work hours. | Interview |
| Education / qualifications | English and Maths GCSE or equivalent qualification. | Relevant Tax Qualification | Interview / Certificates |
| Previous experience | 2 years minimum experience in the area of Personal and Corporation Tax (or proven equivalent experience). | Exposure to IT related issues. | Interview / References. |
| Skills, knowledge and abilities | Able to use a variety of IT applications. Excellent communication skills both verbal and written. Able to prioritise tasks and work to tight deadlines. | Able to demonstrate up to date knowledge of tax standards. | Interview / Assessment / References |
| Attitude, aptitude and personal characteristics | Work well within a Team. Can work on own initiative. Self motivated and confident. Give evidence of analytical problem solving. Demonstrate professional integrity. Quality focussed. Excellent interpersonal skills. Able to adapt to changing demands. | Interview / Assessment / References |
How to apply
If you would like to apply for this post by email, please read the Fair Obtaining Statement, and complete the following form. A new email will open when you click the "apply now" button: please complete your covering letter and attach your CV in Microsoft Word or RTF format.
Apply by post
Alternatively, please send a copy of your CV to: Personnel Department, Digita, Liverton Business Park, Exmouth, Devon, EX8 2NR.
