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Customer Service Desk Team Consultant

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Job Summary

This role will report to the Service Desk 1st Line Team Leader and will be responsible for providing excellent 1st level support via phone, e-mail and customer web portal. The role will involve supporting all HR and Payroll software and a sound knowledge in the practices of one or both are desired.

Main Responsibilities

Department Duties:

Serve as primary contact for customer queries/issues delivering excellent customer service.

 

  • Initial assessment, triage, investigation and resolution of incidents and requests

  • Take ownership and responsibility of any issues from start through to a successful resolution or escalation to another support team.

  • Maintain and consistently demonstrate a good working knowledge of company guidelines, processes, practices and procedures.

  • Manage time effectively and meet agreed deadlines.

  • Assist the team to achieve all department/team and company KPI’s.

 

Key Relationships

  • Second Line Support
  • Third Line Support
  • Account Managers
  • Project Managers
  • Consultants
  • Product Development
  • CPMS (Cascade Payroll Managed Service)
  •  Technical Services

 

Qualifications

 

  • GCSE Maths and English or equivalent

 

 Experience

  • • Sound Knowledge of Microsoft Office (Word, Excel, Powerpoint)

    • Customer Service skills

    • Payroll Knowledge (desirable)

    • Previous service desk experience (1 year+)

    • Excellent interpersonal skills, with a focus on listening and questioning

     

 Competencies

 

  • Working with People
  • Analysing
  • Problem Solving
  • Teamwork
  • Learning and Researching
  • Drive for Achievement
  • Delivering results and meeting customer expectations
  • Initiative
  • Innovation
  • Planning & Organising

 

Apply here

Closing date:
07 Jul 2017

Location:
Leeds

Salary:
On Application

Reference No.:
2347

Position type:
Permanent

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