1st Line Support

Summary of role:

Provide support and guidance to One Desk customers, via the phone and our ticketing system. A key responsibility will be queue management and the categorisation of all incoming queries to ensure they can be dealt with quickly and efficiently. This will involve adherence to categorisation and allocation guidelines and the use of initiative and judgement of when to escalate complaints/queries. The One Desk Assistant will keep confidential records of customer interactions and will update relevant systems accurately.

The One Desk Assistant will take responsibility for managing and dealing with queries that are assigned to them, ensuring that accurate and customer focused responses are given within relevant SLA's and within policy/process. To deliver this service it is key that excellent working relationships are built with internal and external stakeholders.

• Queue management and categorisation of the tickets received on the ticketing system. This will include triaging and escalating queries within guidelines to relevant team members or wider Tier 2 support teams.
• Experience of using a CRM or ticketing system, such as RemedyForce
• Answering/re-directing incoming phone calls from a range of customers.
• Respond to all queries within agreed SLA's, resolving at first point of contact where possible via multiple channel such as telephone, email and any inhouse packages to enhance the customer service experience.
• Experience working within a customer service role, dealing with a high volume of enquiries
• Take ownership of queries, seeing them through to resolution
• Develop effective, positive relationships with customers, departmental contacts and Professional Services colleagues, to create a dependable working relationship and positively assist in meeting their business needs.
• Consistently display the highest standard of customer service, with a focus on accuracy
• Ability to communicate sometimes complex processes to customers, ensuring that they are completed within process, policy and audit requirements
• Have a good understanding of relevant technology, systems, process and policy at UCL
• Use of initiative to ensure that urgent queries are escalated and/or prioritised
• Special working conditions. You may be required to work a shift pattern outside of standard office hours as a condition of this post. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

Weekly ROTA Days: Monday to Friday

Weekly In Office Days: Mondays and Wednesdays (hybrid working)

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.