Job Description

Job Title:

Support Desk Representative (12 month FTC)

Purpose:

We're the friendly first stop at Dynamic Planner--here to help and keep our clients happy!

(Fixed term contract - 21st July 2025 - 21st July 2026)

The Customer Support Desk is at the heart of Dynamic Planner. We work closely with our customers and strive for excellence. Customer satisfaction and retention is key. Support Desk play a huge part across the business as we are client facing and the first point of contact when a customer is looking for help and guidance.

About Dynamic Planner

Dynamic planner is a company that values collaboration, innovation, good work life balance and opportunities for growth. We are an industry-leading set of Software-as-a-Service applications used by thousands of financial advisers across the UK.

Advisers use Dynamic Planner to gain information about their clients, to calculate their appetite for risk, to analyse their financial situation, and to match them with suitable investment opportunities.

Our core values

Extra Mile:

We go the Extra Mile to add more value than the competition to enable our clients and the company to succeed.

Engaged:

We are engaged and passionate about designing and delivering great products, services and experiences for our clients and colleagues.

Empowered:

We feel Empowered to act, encouraging and collaborating with one another.

Your Benefits at Dynamic Planner

-All available from day one!

Health & Wellbeing

Simplyhealth

: Covers common health and dental needs, plus 24/7 expert access via app.

Aviva DigiCare+ Workplace

: Includes Annual Health Check, Digital GP, Nutrition, Mental Health, Bereavement, and Second Medical Opinion.

Financial & Retirement

Salary Sacrifice Pension

: Save for retirement with tax relief and company contributions.

Give As You Earn

: Make tax-free, hassle-free donations to UK-registered charities straight from your salary. It costs you less, and your charities receive more.

Lifestyle & Perks

Cycle to Work

: Save on bikes (including electric) through Evans Cycles.

BenefitHub

: Discounts on shopping, insurance, restaurants, family care, and more.

Career & Community

Referral Bonus

: Earn 1,000 for referring a successful hire. Visit the Careers Page for details.*

Volunteer Days

: Take up to 2 paid days off per year to support a cause you care about.

Job requirements

Support team KPI's Identify license upsell opportunities for the Customer Success Management Team and Sales team Work with customers to help them to understand how to utilise our solutions and support incoming enquiries The primary point of contact for support calls, conducting the initial triage of new cases and providing updates on existing cases. Accurate recording of case tickets Ownership of case tickets to closure Management of individual case queue Maintenance of the Salesforce environment daily, assessing cases raised by customers and responding within published Support SLAs. Working with 3rd party and client support desks in the resolution of cases as well as providing 1st line support for respective customers Provide client support via relevant medium - phone/Teams/Zoom Promoting the Support Hub to help customers become self sufficient Working collaboratively with internal teams to help resolve customer enquiries Logging of agreed defects into the internal defect tracking system and ensuring that cases in both tracking systems are synchronised. Testing of defect fixes where appropriate. Keeping customers updated when a defect has been identified and manage expectations Adhere to the escalation process for customers who make a complaint Identification and recording of FAQs, common solutions, and user feedback for review by the Product Design team. Creating feedback on behalf of a customer for the Product Design team User admin - Creation, administration and disabling of user accounts for trial and live purposes Preparation of documentation/training material to back up the support process and related tasks. Follow up with customers who leave negative feedback to resolve as required Cancellation last date of access administration
Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 30,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Bereavement leave Casual dress Company events Company pension Cycle to work scheme Discounted or free food Employee discount Employee mentoring programme Enhanced maternity leave Enhanced paternity leave Financial planning services Health & wellbeing programme Life insurance Paid volunteer time Referral programme Sick pay Store discount Work from home
Schedule:

Day shift Monday to Friday
Application question(s):

Do you, or will you, require visa sponsorship in the next 12 months? Do you have experience in high-growth SaaS businesses? Do you have experience with Teams and Salesforce?
Experience:

Support Desk Representative: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Reading RG1 1LX

Expected start date: 21/07/2025