Job Description

You will be the virtual ‘face’ and ‘voice’ of the IT Department. Whether on the phone or via written communication such as email, you will engage with customers(staff) to understand what their issues are - taking an initial enquiry through to completion, keeping the customer fully informed along the way. This is a fantastic opportunity to work within an established department that is growing to improve its support.
This is just the next step in our journey.
Your duties and responsibilities will include:

• Helping our customers by managing a busy helpdesk, handling all incoming issues across the group.
• Logging details of all calls into a database, allocating jobs and following the call to completion. However, timeliness is critical here. Everyone expects to get an instant answer – we aim to manage that expectation.
• Make sure that at the end of every interaction the customer is happy, satisfied that their question has been answered and, hopefully, resolved or a resolution path is in place.
• Once your conversation is completed, make sure that all outcomes are accurately recorded so that everyone can understand where we are in the journey.

What’s in it for you?

• 30 days annual leave including bank holidays (pro rata) which increases with length of service
• Birthday day off
• Contributory Pension Scheme
• Staff discounted parts and servicing plus a free MOT every year
• Recognition of length of service at 5,10,20,30 & 40 years anniversary
• Life Assurance (death in service benefit) 
• Staff Car Scheme
• Colleague Referral Scheme / Customer Referral Schemes
• Cycle to Work Scheme
• Employee Assistance programme with access to a 24/7 helpline

Required Knowledge, Skills, and Abilities

Excellent level of customer communication skills and ability to work as part of a team. Confident to talk on the phone, send messages or emails.

• You must have a friendly manner, polite and a willing to help customers on their journey. Personality goes a long way; we are looking for someone who can contribute to our culture.
• There’s no getting away from the fact that the role will require a good understanding of digital technologies, so make sure you are comfortable with using a computer, sending emails or SMS, or entering data on to a database.
• Knowledge of Microsoft applications.
• Above all, don’t worry if you aren’t an expert in any of this – all training will be provided as necessary.
• You just need to be open to a new challenge, committed to fantastic customer service and willing to learn.