Job Purpose

As we continue to scale and digitise our operations at plan.com, we are seeking an experienced Zendesk specialist to assess, optimise, and align our customer service platform to our Service strategy — Zendesk). This specialist will play a pivotal role in ensuring the systems are fully optimised, aligned with business needs, and configured to maximise efficiency, collaboration, and customer experience.

Main Duties and Responsibilities

• Conduct a comprehensive review of our existing Zendesk configuration and usage.
• Identify inefficiencies, missed opportunities, and gaps in integration or workflow for customer service
• Provide clear recommendations for optimisation, best practices, and long-term system governance.
• Train and support internal teams on better use of the platforms to enhance customer experience and reporting.
• Where required, implement or oversee agreed system changes or integrations.
• Map out ideal workflows and customer journeys across the platform.

Exceptional results require exceptional people. Exceptional people who live and breathe the plan.com values. We are built on trust, fuelled by passion and driven by excellence.

Attributes we look for include:

• Curious and continuous learner – We value individuals who are eager to learn and grow and committed to self-improvement. We encourage continuous learning and provide a wide range of opportunities for personal and professional development.
• Innovative and Initiative – We embrace innovation and encourage our team members to be ambitious, think outside the box, challenge the status quo, and explore new ideas to drive growth and success. We value team players who can work off their own initiative, empower our people to make informed decisions and trust them to do the right thing.
• Adaptable – In a dynamic industry, adaptability is key. We seek individuals who can thrive in a changing environment, embrace new challenges, and quickly adjust to evolving circumstances while maintaining a positive attitude.
• Collaborative – We value the collective power of working together.
• Passion – One of our three core values, passion goes beyond our people's enjoyment of their work. It's a passion for the business and their contribution to furthering its success. It means striving to be the best and encouraging those around us to do the same. And it means not being afraid to take risks. Go big or go home!

• Proven experience with Zendesk, ideally in a product owner role
• Strong understanding of CRM, customer service workflows, and cross-functional system alignment
• Experience designing, optimising, and integrating systems to support commercial and service outcomes
• Ability to assess both technical setup and team usage to drive actionable chang
• Exceptional communication and stakeholder engagement skills
• Proactive, solutions-focused, and able to work independently with minimal supervision