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Job Advert: Customer Service Advisor
Company description.Our software company is dedicated to developing cutting-edge technologies that provide real-world solutions to our clients’ everyday problems. Our clients are primarily in the Security, Cleaning, Facilities Management and Hospitality sectors.
We have recently moved into brand new offices on the 12th floor of the Castlemead building in Bristol City Centre and are looking to expand our service desk team with a range of new and exciting roles.
At our company, we believe in fostering growth and development from within. Several of our senior leadership team, including those on our board, started in this role and have progressed within the company. This is an approach we hold within our values and look to foster.
If you are looking for a challenging and rewarding career in a dynamic and innovative environment, we encourage you to apply for one of our open positions today!Job description.
Building on our existing service desk team which ranges in experience and role, we are looking for several Customer Service Advisors with both senior and junior roles available.
The role and company are ideally suited to those looking to progress their career.
Whilst the team can enjoy particularly busy periods in terms of calls and tickets, we work hard to ensure all members of the team are able to thrive in a fun and welcoming environment with a strong focus on ensuring scope for growth within the company and personally.
All members of the team are expected to pitch in and take all manner of calls and tickets, however, there is potential for those who have specialist capabilities to be more primarily focused on those aspects in which they can achieve and grow the most.
Excellent communication skills both in terms of written and verbal are of absolute paramount importance.Team members will undergo an initial three stage training plan over the course of their first three months, taking them through the company, its clients and our systems as well as training on specific technical, customer service and project management skillsets.
Upon completion of this programme, their pay packages will be reviewed.
The ability to adapt, learn and manage your own time efficiently is vital for this. However, time will be made available within our dedicated training facilities and meeting spaces to complete these sessions.For those who already have skillsets covered within our training programme, and are able to demonstrate this, we will be able to progress them through their probationary period faster. However, we are looking to cultivate a team that is predicated on both their technical skills as well as their wider customer service capabilities.
As such, customer service approaches will be given equal weight to all roles.
Duties and training.On completion of basic training
- Monitoring systems and logging data accurately.
- Dealing with immediate problems and client requests.
- Handling incoming and outgoing telephone calls, including control-related and general systems tech support enquiries.
- Tasking jobs to clients’ staff via our workforce management system as required.
- Updating the system with cover and making calls to cover clients' staff requirements at short notice.
- Completion of full in-depth reports of incidents and faults which may occur.
- Following strict and varied processes when carrying out specific tasks on behalf of clients and their wider stakeholders.
- Provision of first-line support to clients for our wider product and service offering.
- Carrying out initial triage of tickets that are received either via email or phone call.
- Skills and Experience required.
- Excellent verbal and written communication skills.
- Experience in customer service management capacity
- Experience of working night shifts
- High attention to detail.
- Ability to stay composed when handling incidents and retain a professional tone while under pressure.
- Timekeeping and reliability are of the utmost importance.
- Must be confident in the use of Windows Platforms and associated software. Ideally Apple devices too.
- Ability to multitask and prioritise workload.
- Willingness to develop and progress within our existing and future training programmes.
- Problem-solving skills, technically aware, with confidence in business technology and systems.
- Intermediate Level Excel Knowledge
- Basic SQL knowledge
- Data analysis or business systems-related capabilities
- Certified in Microsoft 365 application configuration.
- Demonstrable commercial experience with SQL.
- Advanced Excel experience
- Bachelor’s Degree or equivalent in technology or a related field
The interview process will include a personal interview as well as competency-based skills tests to determine your level of experience with Excel and SQL.
HoursWe operate a 24-hour Service Desk, this night shift will be between the hours of 20.00 - 08.00.
NB: This shift pattern will result in working at least one weekend in three.
RemunerationFrom £27, 000 pa (£13/hour) for 40-hour night-time positions, Progression
On completion of mastering training there will opportunities to train and progress your role and career further:
- Investigating and resolving more complex problems encountered by our user base.
- Building reports for clients using our internal solutions and MS SQL such that they can run them in future on their own.
- Once fully conversant with our systems and services, there is scope for growth into roles including carrying out client and user training as booked by the training coordinators. Creation and publication of Microsoft Power BI dashboards via our platforms for our clients.
- Assisting our integrations team with analysis and import of new client data when onboarding.
- Onward training within the employee journey from soft skills through to Management as well as other technical-focused training.
Pay: £13.00 per hour
Expected hours: No less than 40 per week
Benefits:
- Company pension
- Employee discount
- Health & wellbeing programme
- Private medical insurance
Schedule:
- 12 hour shift
- Night shift
Application question(s):
- Do you have Grade C/ Grade 4 GCSE (or equivalent) in Maths and English?
- Why does a night shift position appeal to you?
Education:
- A-Level or equivalent (required)
Experience:
- Customer service: 1 year (required)
- night shift: 1 year (required)
Work authorisation:
- United Kingdom (required)
Location:
- Bristol (required)
Application deadline: 26/10/2024