Technical Customer Service / 1st Line Helpdesk Support

  • Location

    Worcester, Worcestershire

  • Sector:

    Infrastructure and Support

  • Job type:


  • Salary:

    £10 - £10.06 per hour

  • Contact:

    Samantha Cartman

  • Contact email:


  • Job ref:


  • Published:

    11 months ago

  • Duration:

    12 Months +

  • Expiry date:


  • Start date:


  • Client:


Technical Customer Service / 1st Line Helpdesk Support - Worcester - 12 Months +

If you're a motivated person with a passion for providing excellent customer service, and you're looking for an opportunity to learn, achieve and develop your career goals, we'd like to hear from you.
As part of our dynamic service centre where there's never a dull moment, you'll have an integral part to play in safely supporting customers within the Business.
Your role will be to handle inbound interactions from our customers relating to orders and technical problems, and to liaise across the business to ensure we adhere to our service levels. Responding to our customers in a safe, friendly, supportive and timely manner. In return you'll enjoy extensive training, the opportunity to build a wealth of transferable skills, and on-going coaching and support to enhance your development.

What you'll do:
* Deliver safe, excellent customer service to new and existing customers by efficiently & confidently managing inbound calls, achieving customer satisfaction.
* Maintain, develop and apply knowledge of relevant products and process areas to respond to queries and requests from customers within a defined timescale.
* Use all customer contacts as an opportunity to identify customer needs and voice of dissatisfaction. Take personal responsibility in these instances to ensure appropriate action is taken to resolve issues and improve working practise.
* Target retention of business through customer care and efficient service.
* Instigate & drive through process improvement initiatives to make us easier to do business with.
* Provide safe support and assistance, especially to those within your team, as well as other teams while being accountable for your own performance.
* Timely and accurate administration work, including recording of full notes on all systems.
* Make safety part of all activities to help attain industry leadership in safety performance, in line with our 'Total Safety Philosophy'.

Key skills and experience required:
* Passion to deliver excellent customer service
* Maths & English GCSE (C+)
* Confident and professional telephone manner
* Friendly and able to communicate at all levels
* Excellent organisation skills
* Good working knowledge of basic computer programmes
* Proven ability to adapt to change
* Team player
* Ability to learn, diagnose and relay technical information to a diverse customer base.

At least one year in a technical type call-centre environment is desired, but not essential as full technical training will be provided.

This is a shifted position: Our Late Team Shift Pattern includes 09:00-17:00, 11:00-19:00, 14:00-22:00 per week. Our Early Team Shift Pattern includes 06:00-14:00, 07:00-15:00, 09:00-17:00 per week. Every third weekend there will be a requirement to work 1 day of the weekend with a day off being awarded in the following week. Weekend working times are 09:00-17:00 and 13:00-21:00.

There will be an Assessment Centre held for this, and possible future potential roles on Tuesday 7th or Wednesday 8th August.
The general format will be as follows
* The assessment includes
o An interview
o Presentation - 'What are you passionate about?' (5 minute Presentation)
o Skills test- telephone and communication

Each area of interview will be scored and we will be assessing candidates for future roles as well as the existing role. Therefore we are looking for candidates that are immediately available, and potentially on a longer term basis.

Technical Customer Service / 1st Line Helpdesk Support - Worcester - 12 Months +