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Customer Service Advisor

Customer Service Advisor
Location: Hybrid - You will split your time between the office in Sheffield (Meadowhall) and home
Hours of Work: Mon-Fri 8:30 am - 5 pm
Salary: Up to £21,000

Based in Sheffield, HS Direct offers straightforward no-nonsense solutions to over 8,000 value-focused clients.

We pride ourselves on our high levels of customer service and our friendly working environment, where our philosophy is “everyone is on the same team” and everyone has a “count me in” mentality!

Our Culture
We offer colleagues and clients an opportunity they will not gain at many other businesses.

We are interested in growth, investment and service excellence, we have never and will never grow our business by cost-cutting or tying people up in bureaucracy.

We don't do politics - we want people focused upon actions and delivery.

We don't do micro-management - we empower, support and innovate.

We are leaders, not empire builders and we love our business.

What we can offer:
, The chance to work for a Best Companies accredited business
, A fun and supportive environment
, Genuine opportunities to progress
, Some extra perks:
o Celebrate on us and have your birthday off
o Purchase additional holiday days
o Getting hitched? £150 vouchers to celebrate in style
o Growing a family? £150 voucher from us to help with those newborn needs!
o Health and wellbeing initiatives
o Long service award
o And much more..

The Role
As we continue to grow and invest in service and technology, we are looking to recruit a Client Support Executive who will be responsible for providing the very best telephone and online support to our clients across the UK to help make their journey and experience with our client portal 1st class.

Who we are looking for?
We are looking for someone who is a natural problem solver, as you will be taking ownership of any queries from start to finish, identifying and anticipating needs, offering solutions and where appropriate, triaging queries so that they land with the correct person/department.

Whatever your background, it is paramount to us that you are passionate about offering great customer service.

We can teach you the rest.

You will have the skills to quickly learn our online tools and use the information around you to identify solutions for our clients.

You will make it your mission to understand client needs and exceed their expectations.

The Role

In this role, you will take ownership of managing the incoming tickets on the application service desk from both colleagues and clients relating to our portal.

The Application Support Desk is the single point of contact for all application services, requests, and incidents.

It is a busy, dynamic, fast-paced role, servicing over 100 colleagues and 10,000 clients.

You should have excellent customer service skills and an eagerness to learn and immerse yourself in our software application.

Be confident, friendly and approachable with a good telephone manner and able to communicate with colleagues and customers who have varying IT Knowledge.

Having an eye for detail and accuracy is essential.
Experience within a software application service desk is desirable but not essential.

However, it is important that you have demonstratable customer service skills with an aptitude for software and technology.

Include but not limited to:
, Being the single point of contact for all portal related tickets and queries, you will be expected to follow agreed procedures and SLAs to action and respond or pass to the appropriate team.
, You will be required to log incidents and service requests and maintain relevant records such as:
o Identifying and classifying incident types and service interruptions
o Recording incidents and cataloguing them by cause and resolution
, You will provide 1st class first line support and where necessary will escalate technical queries to 2nd and 3rd line third party support teams.

, You will act as the customer liaison, providing customers with updates on the progression of their queries, taking ownership of requests and being proactive when dealing with user issues.

, You will handle the administration of required systems and documentation.

, Excellent communication and interpersonal skills
, Empathy and understanding of customer needs
, Effective organisation and time management skills
, Technical understanding of software business applications is desirable but is not essential.

As long as you have the desire to immerse yourself in understanding our software and have some technical knowledge/experience, we can teach the rest.

, Ability to work accurately under pressure

Knowledge and experience in the following will be advantageous.
, Knowledge of Windows 10, M365 & Active Directory
, ITSM Tools/Ticketing systems

Hit Apply now.

  • Start: ASAP
  • Rate: £18000.00 - £21000.00 per annum
  • Location: Sheffield, England
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: 2MES
  • Contact: 2M Employment Solutions
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2022-05-18 15:04:14 -

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