Helpdesk Coordinator / Customer Service Advisor
We are working with a fantastic Data and Technology company based with walking distance of Old Street Tube Station.
They have an opening for a Helpdesk Coordinator / Customer Service Advisor to work with them. This role will initially be a 2 month contract paying an hourly rate. As the company are also looking to fill this long-term the successful candidate may also be offered a permanent opportunity with them at the end of the 2 months.
The role involves responding to emails and answering calls and from a large list of clients. Queries could be 1st level response regarding technical issues with their site or product, ongoing account management or new sales queries. Therefore, they are looking for a motivated and organised candidate that can take ownership of their role. They will also be responsible for escalating any issues or enquiries they can’t deal with themselves and tracking the progress. The business have a clear escalation framework and candidates are expected to comply with this.
There is also room for the successful candidate to suggest changes and upgrades to processes that can help the organisation optimise the service their clients receive.
Working Hours and Flexibility
The organisation run default work hours of 9.30am-5.30pm and this will be a full time position. However, they offer flexible start and finish times between 8am-10am and 4pm-6pm.
They would also consider a candidate that needs to work slightly reduced hours, possibly to get home for an afternoon school run. However, they have a daily morning meeting in the office at 10am that they would like candidates to be present for.
Potentially candidates might also be offered the chance to work remotely 1 day per week, once the relationship has been built.
. Previous experience working in a helpdesk or customer service / call centre role.
. Excellent verbal and written communication skills. (80% is written support via email and website / 20% telephone based)
. Strong problem solving skills and use of initiative.
. Experience in using a CMS / CRM tool. They use “Groove” so any exposure to this would be beneficial but not essential.
. A general interest in Data would also be desirable but not essential.
This really is a great opportunity to work with a “Tech for Good” style organisation. They require this role to be filled asap and so we encourage urgent applications.