We’re looking for
exceptional talent

About the job: The Service Desk Team Lead is responsible for overseeing the daily operations of the service desk team, ensuring that customer service standards are met and that technical issues are resolved efficiently. They prioritise tickets, manage workflows and provide guidance and support to their team members. Additionally, the Team Leader is involved in reporting on both team and operational performance metrics, identifying areas for improvement and implementing strategies to enhance service quality. Their leadership is crucial in fostering a collaborative environment where knowledge is shared and continuous learning is encouraged to adapt to the ever-evolving IT landscape.

Reports to: Head of Professional Services

Responsibilities:

• Maintain a hands-on approach to managing the Service Desk function, always ensuring a high level of support is delivered
• Coach, mentor and support each team member o Lead and support the 1st and 2nd line Service Desk team, conduct regular 1-2-1 sessions, appraisal reviews and look after their development needs
• Accountability for all Service Level Agreements and client satisfaction
• Build a strong team mentality ensuring everyone is working together and working towards a common goal
• Being the point of escalation and identifying when to escalate further up within the business
• Provide proactive and timely updates and effectively managing and progressing allocated tickets
• Build effective relationships with key contacts o Liaise with the wider business to find resolutions and escalate appropriately
• Feed back into the Product Team on enhancements to the Zest Products o Maintain awareness of and comply with all legal requirements and company policies, including those relating to information security and data protection
• Responsibly handle, classify and manage all information, whether internal or received from external parties

Key Competencies and Skills required for the role:

• Excellent Communication: Excellent verbal & written skills. Speak confidently and with authority in public. Capable of managing multiple stakeholders. Communicate with a wide variety of audiences, including both technical and non-technical clients and colleagues. Active listening to thoroughly understand requirements, issues or challenges to ensure the best resolution is found.
• Team Management: Motivate and monitor team performance, ensuring quality and excellence is always delivered. Supporting team members and empowering the team to act decisively. Being resilient to challenging clients, ensuring the team remain positive. Keeping an upbeat mentality with a “we can do this” attitude.
• Organised Proven time management skills: Prioritise across multiple channels. Act decisively with the ability to think on your feet and adapt quickly to change.
• IT Skills: Proficient in using Microsoft Office applications with advanced Excel capabilities.
• Drive and Energy: Self-starter, able to work under their own initiative and achieve their objectives. High levels of drive, energy, enthusiasm and integrity.
• Diagnosis, troubleshooting and corrective action: Comprehensively skilled, knowledgeable and commercially experienced, with a passion for technology, our Clients and their Employees. Strong problem analysis and solution development skills. Has a logical and analytical mind-set with the ability to understand requirements, decipher scheme designs and review system configuration to identify and rectify support or service issues. Consistently anticipates and drives changes. Act decisively in critical situations or to circumvent a potential problem. Strong attention to detail when accomplishing tasks, no matter how small or large.
• Customer Satisfaction: Run and prioritise activities across multiple channels and manage risks. A consultative approach with the ability to set and manage expectations. Balance technical and business needs. Handle, manipulate and process large volumes of data in a secure manor. Ensuring data integrity is paramount.
• Values: Live and breathe the Zest Values of Distinctly Different, Reassuringly Reliable, Cheerfully Collaborative and Effortlessly Exception. A focus on an excellent client experience.

Experience/Skills Required:

• Minimum 5 years’ client support experience
• Experience of working within an ITIL (or similar) framework
• Ability to work in a fast-paced Agile environment with multiple conflicting priorities
• Excellent communication skills, both written and verbal
• A self-starter, with an aptitude for learning and keen to progress
• Excellent time management skills and an ability to prioritise and multi-task
• Strong attention to detail is essential.
• Strong problem solving skills with the ability to work using your own initiative
• Strong Commercial awareness o A good understanding of mathematical principles
• Proven capability in establishing and maintaining relationships with third parties/vendors
• Exposure to controlled software deployment

Desirable Experience/Skills Required:

• Experience in the Benefits industry would be ideal, but is not essential
• ITIL (or similar) accreditation or certification

Additional Information:

• Competitive Salary, with comprehensive range of Flexible Benefits
• Normal Working Hours 37.5 per week
• Location: Leatherhead House, Station Road, Leatherhead, Surrey, KT22 7FG,
• Hybrid role with Office/Home working split

To apply send your CV to careers@zestbenefits.com

Zest is an equal opportunities employer. If you don’t meet every single requirement, please don’t let that hold you back. Research indicates that some candidates hesitate to apply for roles unless they meet every criterion. We’re committed to fostering an inclusive workforce, so if you’re enthusiastic about this opportunity but your experience isn’t an exact match, we still encourage you to apply.

About the job: As the Digital Marketing Manager, you will be responsible for developing and executing comprehensive digital marketing strategies to enhance brand visibility, generate leads, and drive business growth. You will oversee all aspects of digital marketing, including social media management, SEO, paid advertising, email marketing, and digital content creation. This role offers an exciting opportunity to make a significant impact in a fast-paced and innovative industry.

Reports to: Head of Marketing

Key responsibilities: 

• Develop and implement integrated digital marketing strategies to achieve company objectives, with a focus on increasing brand awareness, driving website traffic, and generating high-quality leads.
• Manage all aspects of social media marketing, including content creation, community management, engagement strategies, and performance analysis across various platforms (e.g LinkedIn and Instagram)
• Lead SEO initiatives to improve organic search rankings, optimize website content, conduct keyword research, monitor SEO performance metrics, and implement best practises for optimization.
• Plan, execute, and optimize paid advertising campaigns across multiple channels, such as Google Ads, LinkedIn Ads and Meta ads to drive targeted traffic and conversions.
• Develop and execute email marketing campaigns, including segmentation, A/B testing, automation workflows, and performance tracking, leveraging HubSpot marketing platform.
• Collaborate with internal teams, including Sales, Product and Content, to ensure alignment of marketing efforts with overall business objectives and messaging.
• Utilize analytics tools to track and analyse key performance metrics, generate actionable insights, and make data-driven decision to continuously improve campaign performance and ROI.
• Stay abreast of industry trends, emerging technologies, and best practises in digital marketing, and incorporate innovative strategies to stay ahead of the competition.

Qualifications:

• Bachelor’s degree in Marketing; relevant certifications e.g Google Ads, HubSpot are a plus
• Proven experience (3 years) in digital marketing roles, with a focus on social media management, SEO, paid advertising, email marketing, and HubSpot, preferably within the technology or B2B sector.
• Strong understanding of digital marketing principles, techniques, and tools with expertise in social media platforms, SEO strategies, paid advertising platforms, email marketing and HubSpot.
• Proficiency in analytics and data driven decision-making, with experience using tools such as Google Analytics and SEMrush.
• Excellent communication skills, both written and verbal, with ability to create compelling digital content and effectively engage with target audiences.
• Strategic thinker with proactive and creative approach to problem-solving, able to develop innovative solutions and adapt to changing market dynamics
• Highly organized and detail-oriented, with the ability to manage multiple projects simultaneously.
• Collaborative team player with strong interpersonal skills, capable to build effective working relationships with cross-functional teams and external partners.

Additional Information:

• Competitive Salary, with comprehensive range of Flexible Benefits.
• Normal Working Hours 37.5 per week.
• Location: Leatherhead House, Station Road, Leatherhead, Surrey, KT22 7FG.
• Hybrid role with Office/Home working split.

To apply please send your CV to careers@zestbenefits.com

Zest is an equal opportunities employer. If you don’t meet every single requirement, please don’t let that hold you back. Research indicates that some candidates hesitate to apply for roles unless they meet every criterion. We’re committed to fostering an inclusive workforce, so if you’re enthusiastic about this opportunity but your experience isn’t an exact match, we still encourage you to apply.

Job Summary: Providing helpdesk and administration support on all areas of flexible benefits to a portfolio of external clients and reaching payroll and provider monthly deadlines. This role also assists in the efficient running of the internal office and administration.

Reports to: Client Services Consultant

Responsibilities:

• Assisting Clients within a helpdesk environment
• Responding to customer enquiries by phone and email within SLA’s
• Successfully handling and resolving customer queries and complaints
• Building relationships with key clients and internal employees
• Maintain client user manuals and documents as their requirements change
• Identify and escalate priority issues to technical support and line manager
• Import of weekly/monthly HR files and running of data processes
• Export/Check/Send monthly Provider and Payroll files to strict deadlines
• Liaise with other teams as appropriate
• Testing client sites following change requests and annual renewals/upgrades
• Monitor the general email inbox and pass emails on to the relevant team/person where necessary
• Gather statistics to show the number of queries coming into the helpdesk and what the most common issues are

Qualifications:

• Communication and Presentation skills: Excellent verbal & written skills. Able to speak confidently and with authority in public. Able to manage multiple stakeholders.
• IT Skills: Adept in using all standard MS Office systems and other Zest project management and communications tools.
• System Configuration and Site Build: A passion for technology, our clients and their employees. Problem analysis and solution development skills. Has a logical and analytical mind-set with the ability to capture requirements, produce scheme designs, and complete system configuration & testing to deliver to project scope.
• Team Working and Relationship Building: Strong team player, able to put the needs of the company first. Improves any team they are part of. Able to quickly build and maintains professional relationships with multiple stakeholders and command respect.
• Drive and Energy Self-starter: Able to work under their own initiative and achieve their objectives. High levels of drive, energy, enthusiasm and integrity.
• Values: Live and breathe the Zest Values of Distinctly Different, Reassuringly Reliable, Cheerfully Collaborative and Effortlessly Exception.

Skills and Knowledge:

• Excellent communication skills, both written and verbal
• A self-starter, with an aptitude for learning and keen to progress.
• Excellent time management skills and an ability to prioritise and multi-task
• A good understanding of mathematical principles
• Strong Organisational skills and attention to detail
• Aptitude to learn new tasks and client processes/schemes
• A critical thinker, to always be looking to improve both individually and as a team.

To apply send your CV to julia.aaltonen@zestbenefits.com