Customer Care Associate at Vericel providing support for commercial operations in regenerative medicine. Ensure timely processing of product orders with exceptional customer service and cross - functional collaboration.
About the role
- Customer support manager responsible for key escalations and customer resolution at an investment platform supporting fintech solutions. Leading collaboration and improvement of customer experience processes.
Responsibilities
- Leading escalations with confidence – investigating complex issues and incidents, owning the resolution process and keeping communication clear across internal teams and customers
- Solving problems with technical depth – digging into data, systems and workflows to identify root causes and deliver the right fix
- Championing collaboration – acting as the bridge between internal teams and our customer firms, ensuring we’re aligned and tackling the right problems
- Enabling and educating – supporting frontline colleagues with guidance, contributing to knowledge articles and helping shape best practice
- Improving how we work – spotting recurring issues, suggesting smarter processes, and supporting the adoption of automation and tooling
- Staying compliant and customer-first – making sure everything we do meets regulatory requirements and delivers excellent outcomes for our firms
- Turning data into insights – monitoring customer health, analysing query trends and sharing findings that drive continuous improvement
Requirements
- You are confident handling escalations and thrive on solving complex problems
- You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services
- You are comfortable with technical detail – maybe you’ve worked with APIs or system integrations before
- You think in systems and data – turning patterns and trends into actionable improvements
- You are calm, clear and credible in your communication, whether with a customer or presenting to stakeholders.
- You are curious, collaborative and driven to make things better – for our customers, our team and our processes
Benefits
- A salary between £50,000 and £65,000 – dependant on experience + reviewed annually
- 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave
- Two volunteering days per year
- Option to work abroad for up to six weeks a year
- Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget
- Length of service award – one month paid sabbatical at eight years
- 6% employer pension contribution, and life assurance
- Private medical insurance with AXA Health
- Enhanced Parental leave
- MacBook and up to £500 home office set up budget
- £750 per person learning budget
- Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace
- Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy
- Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts
- Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing
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