Help Desk Support Administrator

Posted on Jan 23, 2019 by Pertemps Coventry Commercial

Coventry, Warwickshire United Kingdom
Admin & Secretarial
Immediate Start
£500 - £21k Annual
Full-Time
Help Desk Support Administrator

£18,500 - £21,000

Full Time, Permanent

This is a superb opportunity to join a growing online financial services business - part of a well-established market leading payment software company. The Customer Experience Team Member will be responsible for providing front line support and multi-channel communication with consumers.

The core function will be to provide frontline customer experience, management of the application and setup process, responding to all enquiries, and supporting end-users via telephone, email and social media. With responsibility for all day-to-day customer contact, the role demands a commitment to customer satisfaction, a passion for excellence and a desire to ensure that every customer receives the best possible experience.

This position will require you to work the below shifts:

08:00 - 16:00 or 12:00 - 20:00 on a rotating basis, it will also require 2 Saturdays per month 09:00 - 17:00 however you will get a day off in the week if the Saturday is worked.

Duties

• Provide support during the entire customer experience - from initial enquiry, through application and setup, and ensuring we retain our customers.

• Provide social media customer engagement and provide insight into customer perception.

• Liaise with partners and suppliers to provide seamless service irrespective of who owns the problem.

• Ensure that SLA's are met and where possible exceeded.

• Strive to resolve enquiries at first customer contact or where necessary keeping the customer updated regularly and following appropriate escalation processes.

• Using customer insight to represent their requirements internally, providing constructive feedback into the design of future products and services

• Ensure that all enquiries are logged and classified correctly and all documentation is produced, reviewed and maintained for system operation and support processes.

• Ensure compliance with all procedural and regulatory requirements, ensuring system security and data confidentiality is maintained at all times.

Key skills and attributes

• Excellent communication skills, both written and verbal.

• Excellent documentation and process skills.

• Excellent time management and organisational skills.

• Excellent problem solving skills, with a methodical approach to seeking a resolution.

• Ability to work effectively under pressure, in a fast paced and evolving environment.

• Ability to deal with change positively.

• Ability to classify, prioritise and escalate issues as required.

• Working knowledge of Microsoft Office application suite

• Good knowledge of consumer financial services, card payment schemes, ideally in an online environment.

Qualifications and experience

• Minimum 4 GCSE's grade C and above, including English and Maths.

• Minimum 2 years' experience in a consumer facing service role.

• Any exposure to consumer financial services and card payment schemes a distinct advantage.

Benefits

• 25 Days holiday

• Company contributory pension scheme (after qualifying period)

• Private Health Cover (after qualifying period)

• Life Cover (after qualifying period)

• Bonus scheme based on company/team/personal targets

• Modern offices with free car parking for staff.

If you are interested please click APPLY!

Reference: 619414383

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