Job Description

• Support the roll-out of new applications and system information, changes and updates.
• Troubleshoot system & network problems, diagnose & solve hardware / Software issues
• Install & configure computer hardware operating systems & applications
• Set up new users' accounts & deal with password issues
• Own customer issues through to a timely resolution even if the resolution is with a different department/3rd party
• Manage the coordination, communication and updates between the customer and all parties involved in the resolution
• Identify and assess customers’ needs to achieve satisfaction
• Provide prompt, accurate and meaningful feedback to customers and diligently work within due dates.
• Establish a good working relationship with customers and other professionals / vendors
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Respond within agreed time limits to both customers & co-worker
• Provide support, including procedural documentation & relevant reports as requested
• Prioritize & manage several open cases simultaneously
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams and set appropriate due date reminders
• Effectively manage large amounts of incoming calls
• Build sustainable relationships of trust through open, interactive, effective communication
• Keep accurate notes of customer interactions
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Endeavour to meet and beat our SLA’s, customer service principles and practices;
• Other duties may be added and/or assigned as needed
• Manage BigChange’s personal data and confidential information responsibly, and maintain its quality, confidentiality, integrity and availability at all times.
• Report personal data and security near-misses and incidents promptly, and cooperate in their resolution.
• Be aware of and comply with the BigChange Health and Safety Policy and related legislation; report Health and Safety near-misses and accidents promptly and collaborate to document and resolve.
• Ensure data processing equipment assigned to you by BigChange, and any personal equipment used to process BigChange data or access BigChange systems, is kept secure and used in accordance with the Acceptable Usage Policy.

Your Competencies:

• GCSE’S (Essential)
• Previous Customer Service Experience (Essential)
• French speaking (Desirable)
• Highly organized and able to problem solve
• Excellent communication skills; including dealing with difficult customers
• Excellent computer and IT skills including; Word, PowerPoint and experience using spreadsheets and databases
• You will bring an upbeat and can-do attitude to work every day, ensuring a consistent and outstanding level of service

Your Rewards:

• Expenses paid for all overnight stays, subsistence and mileage whilst on business.
• 33 days holiday, plus bank holidays, plus ‘BigChange Birthday’.
• Pension plan (NEST)
• Health and Wellbeing contribution of £20 gross per month
• Free Virtual Yoga Classes
• Company contributed Cash Health Plan
• Flexi Friday
• “Motivational Mondays” – inspiring talks monthly from extraordinary people.
• Being part of a supportive team with the ability to learn new skills and grow within the company.
• Experience cutting edge technology and be part of a company that is shaping the future.

All rewards are agreed between each employee and the company based on their role/offer letter and may differ from the standard

• Location of work: Office Based / Remote
• Hours: 0900 – 1800 – Monday to Friday
• Reporting to: Senior RoadCrew Team Lead / Customer Service Director

Benefits:

• Casual dress
• Company events
• Employee discount
• Gym membership
• On-site parking
• Store discounts
• Wellness programmes
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• IT: 1 year (Preferred)
• customer service: 1 year (Required)

Education:

• GCSE or equivalent (Required)

Work remotely:

• Yes, temporarily due to COVID-19

Required Knowledge, Skills, and Abilities

A proven track record of delivering excellent customer service; Excellent verbal and written communication skills; Confident and enthusiastic with a proactive ‘can do’ attitude. Ability to effectively priorities your workload. Excellent attention to detail. Ticket management experience advantageous. Proficient in Microsoft Office. Team player with the ability to work independently.