Customer Service Advisor

2 weeks ago

Bristol, Bristol, United Kingdom Opus Apeiro Full time

Company description.


We develop cutting edge technologies to provide solutions to our clients' everyday problems from a real world, hands on perspective.

Our clients are primarily in the Security, Cleaning, Facilities Management and Hospitality sectors.


Having just moved into brand new offices on the 12th floor of the Castlemead building in Bristol City Centre, we are looking to grow our service desk team with a range of new and exciting roles.


For context, several of our senior leadership team including on our board, started in this role and have progressed within the company.

This is an approach we hold within our values and look to foster.

Job description.


Building on our existing service desk team which ranges in experience and role, we are looking for several Customer Service Analysts with both senior and junior roles available.


The role and company are ideally suited to those looking to progress their career.


Whilst the team can enjoy particularly busy periods in terms of calls and tickets, we work hard to ensure all members of the team are able to thrive in a fun and welcoming environment with a strong focus on ensuring scope for growth within the company and personally.


All members of the team are expected to pitch in and take all manner of calls and tickets, however there is potential for those who have specialist capabilities to be more primarily focussed on those aspects in which they can achieve and grow the most.

Excellent communication skills both in terms of written and verbal are of absolute paramount importance.


Team members will undergo an initial three stage training plan over the course of their first three months, taking them through the company, its clients and our systems as well as training on specific technical, customer service and project management skillsets.

Upon completion of this programme, their pay packages will be increased immediately.

The ability to adapt, learn and manage your own time efficiently is vital for this. However time will be made available within our dedicated training facilities and meeting spaces to complete these sessions.


For those who already have skillsets covered within our training programme, and are able to demonstrate this, we will be able to progress them through their probationary period faster.

However we are looking to cultivate a team that is predicated on both their technical skills as well as their wider customer service capabilities.

As such, customer service approaches will be given equal weight to all roles.

Duties and training.

On completion of basic training

  • Monitoring systems and logging data accurately.
  • Dealing with immediate problems and client requests.
  • Handling incoming and outgoing telephone calls, including control related and general systems tech' support enquiries.
  • Tasking jobs to clients' staff via our workforce management system as required.
  • Updating system with cover and making calls to cover clients' staff requirements at short notice.
  • Completion of full indepth reports of incidents and faults which may occur.
  • Following strict and varied processes when carrying out specific tasks on behalf of clients and their wider stakeholders.
  • Provision of first line support to clients for our wider product and service offering.

On completion of stage 2 training
-
Investigating and resolving more complex problems encountered by our user base.

  • Building of reports for clients using our internal solutions and MS SQL such that they can run them in future on their own.
  • Once fully conversant with our systems and services, there is scope for growth into roles including carrying out client and user training as booked by the training coordinators.

On completion of stage 3 training

  • Creation and publication of Microsoft Power BI dashboards via our platforms for our clients.
  • Assisting our integrations team with analysis and import of new client data when onboarding.


Onward training within the employee journey to include aspects such as Prince 2 Project Management as well as other technical focused training.


Skills and Experience required.

Essential

  • Intermediate Level Excel Knowledge
  • Basic SQL knowledge
  • Data analysis or business systems related capabilities
  • Experience in customer service management capacity
  • High attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to stay composed when handling incidents and retain a professional tone while under pressure.
  • Timekeeping and reliability are of the utmost importance.
  • Must be confident in the use of Windows Platforms and associated software. Ideally Apple devices too.
  • Ability to multitask and prioritise workload.

Hours
We operate a 24 hour Service Desk, hence various shifts patterns and hours are available to successful applicants.

Contracts spanning 28 to 40 hours with options for up to 46 hours per week in overtime available.

Day shifts available with varying h

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