Client Services Associate

Job Description

Are you interested in joining of Europe's fastest growing companies? Do you want to impact the wellbeing of millions of users?
If yes, join us to make an impact in a fast-paced and dynamic environment where you’ll play a key role in driving financial accountability, supporting strategic decisions, and enabling sustainable growth.

Epassi’s purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets.
Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

We are currently hiring a Client Services Associate to be based in Leatherhead, Surrey.

Your mission at Epassi

As a Client Services Associate, you will play a vital role in ensuring our clients receive an exceptional experience across their everyday interactions with Epassi and our flagship benefits platform Zest. This role sits at the heart of our operations, supporting the smooth delivery of administrative processes and high‑quality service. We are expanding our team to strengthen our operational efficiency, enhance the client journey, and continue improving our internal ways of working.

You’ll also contribute to our Training team by helping maintain knowledge bases and creating user‑friendly learning content. Over time, this role is designed to set you on a development path toward client training responsibilities.

Your responsibilities will be:

• Processing weekly and monthly HR data files with precision, running workflows with accuracy and consistency.
• Managing cyclical tasks, including Provider and Payroll reporting within defined deadlines.
• Completing business‑as‑usual (BAU) administrative tasks for allocated clients.
• Responding to client enquiries in Zendesk, meeting SLAs and upholding high service standards.
• Escalating technical or complex issues to Support or Delivery teams when appropriate.
• Maintaining documentation in alignment with GDPR and data‑security requirements (training provided).
• Identifying opportunities to streamline workflows and improve operational efficiency.
• Supporting the creation and upkeep of Help Centre content—articles, FAQs, user guides, and video walkthroughs.
• Providing administrative support to the Training team as needed.
• Collaborating across Support, Delivery, Training, and Product teams to resolve issues and strengthen the overall client experience.

You’ll be successful in this role if you:

• Consistently deliver accurate, timely administrative processing, including BAU Payroll and Provider reporting.
• Communicate clearly and professionally, with strong written and verbal skills to explain product features confidently.
• Take ownership of Zendesk tickets, meeting SLAs and escalating issues appropriately.
• Build strong working relationships—both internally and with clients.
• Demonstrate excellent time‑management skills and handle multiple tasks with precision.
• Show curiosity, initiative, and openness to learning new tools, systems, and processes.

What you’ll be doing (daily):

• Importing HR data files and validating accuracy before processing.
• Exporting, checking, and sending monthly Provider and Payroll files to clients under strict deadlines.
• Managing incoming client tickets and calls with professionalism and a service‑first mindset.
• Updating and maintaining documentation, including user manuals, internal guides, and video content.
• Keeping the Help Centre up‑to‑date with clear, accurate articles, guides, videos, and FAQs.
• Contributing to the creation of learning content for clients and colleagues.
• Collaborating with internal teams to troubleshoot issues and enhance service delivery.

What you should bring:

• Strong communication skills and confidence to grow into delivering training over time.
• A positive, service‑minded attitude with a genuine desire to learn and develop.
• Ability to build rapport and foster collaborative relationships.
• Previous customer service or administrative experience is helpful but not essential.

Your language profile:

Fluent in English (spoken and written).

Your track record:

You may be a great fit if you have demonstrated:

• Comfort in learning new software, systems, and tools.
• Ability to thrive in fast‑paced environments with evolving priorities.
• Strong attention to detail, particularly when working with data and documentation.
• Confident communication and strong listening skills to understand client needs.
• Experience with HR or benefits platforms (nice but not required).

Nice to have:

• Awareness of GDPR or data‑protection principles.
• A‑Level or equivalent education.
• Exposure to customer service, admin, or training environments.

Your competency profile:

• Proactivity: You anticipate needs, take initiative, and identify improvements before issues arise.
• Organisation: You manage multiple tasks efficiently, deliver on time, and maintain high accuracy.
• Communication: You communicate clearly, listen actively, and adapt your style to the audience.
• Collaboration: You build strong connections across teams and contribute positively to team culture.
• Customer Focus: You approach every interaction with professionalism, empathy, and a service mindset.
• Adaptability: You remain calm and effective in dynamic, fast‑changing environments.

Why You Should Join Us

• Be part of an ambitious growth journey and join a global community of driven, bold, entrepreneurial, yet humble Epassians in a company that is constantly evolving.
• Work with a clear purpose — boosting everyday wellbeing — and create a meaningful, positive impact on both individuals and society.
• Thrive in an open and inclusive culture with low hierarchy, where relationships are built on respect, camaraderie, and shared successes and challenges.
• Come as you are — we’ll bring out the best in you and support your personal and professional growth.
• Join a fast-growing tech company with a strong financial foundation, offering opportunities to grow and make an impact together with us.
• Benefit from an inspiring and supportive work environment where employee wellbeing is a true priority.
• Contribute to solidifying our position as the number one player in Europe’s employee benefit market and help shape the next wave of success.

Benefits & Perks
We're a fast‑growing international company with a meaningful mission – As part of the Epassi Group, we operate in over 10 countries and are shaping the future of wellbeing with more than 1,000 employees across Europe.
Comprehensive & flexible benefits package – We believe benefits should support real life - your life. Our wide-ranging and flexible offering is designed to help you look after your health, finances, and lifestyle in a way that works for you. Enjoy fully funded healthcare services and dental insurance, life assurance, discounted health screenings, carbon‑offsetting and forest‑planting initiatives, plus access to our employee incentive scheme and health & wellbeing fund. You can personalise your package even further with options like the Cycle to Work scheme, tech scheme (interest‑free loan), EV salary‑sacrifice car scheme, holiday discounts via UTC, and the ability to buy or sell holiday. And to top it off, you also get your birthday as an additional day off.
Personal development – Grow your career with a personalised development plan, annual training budget, and full access to Coursera to support continuous learning.
Work community – Our offices in Haywards Heath and Leatherhead offer a friendly and welcoming environment, with stocked drinks, fresh fruit and snacks and regular company‑sponsored team events to keep us connected.
Time off – 25 days per year based on a 5‑day workweek, with the flexibility to adjust your allowance through our buy/sell holiday scheme.
Mental wellbeing – Access a full range of wellbeing support, including Auntie’s professional mental health coaching and our Employee Assistance Programme (EAP), providing confidential guidance and support whenever you need it.