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1st Line Support

Lorien
Posted 2 days ago, valid for 20 days
Location

London, Greater London EC1R 0WX

Salary

£44,000 - £55,000 per annum

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Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • The One Desk Assistant role involves providing support and guidance to customers via phone and a ticketing system, focusing on efficient queue management and query categorization.
  • Candidates should have at least one year of experience in a customer service role and familiarity with CRM or ticketing systems, such as RemedyForce.
  • The position requires excellent communication skills to manage customer interactions and ensure responses are accurate and within agreed service level agreements (SLAs).
  • The role may require working outside standard office hours, with a hybrid working model that includes in-office days on Mondays and Wednesdays.
  • Salary details are not specified in the job description, but the role emphasizes building effective relationships with internal and external stakeholders.

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.

Skills and Experience:
  • 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.

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In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.