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Service Desk Operator
2 weeks ago
- Support the digital transformation journey
About Our Client:
Our client provides individual investment and wealth management services for private clients, charities, trustees and professional partners.
As a Support Desk Representative, your responsibilities will include:
- Providing assistance to clients and colleagues by addressing their requests and guiding them through process, experience, and system-related queries.
- Directing endusers to available supporting material or information to enhance their experience and empower them to selfserve in the future.
- Prioritising and managing client queries, ensuring timely resolution and escalating significant issues to the appropriate stakeholders, both internally and externally.
- Recording, tracking, and effectively communicating the progress and resolution of all issues.
- Adhering to processes and policies to uphold the highest standards of risk management and compliance.
- Collaborating on the improvement of supporting documentation for clients and colleagues, incorporating feedback and suggestions.
- Documenting and sharing new issues and insights within the team to facilitate knowledge sharing and best practices.
- Maintaining a high level of client experience and capturing feedback for continuous learning and improvement.
- Shifts working within the service desk opening hours, which are from 8am to 6pm, Monday to Friday, and 8am to 1pm on Saturdays. You may be required to work Saturdays and occasionally outside of regular hours to support new product releases.
The Successful Applicant:
- Solid experience and demonstrated expertise in working with CLM systems.
- Strong communication skills and the capability to effectively guide others.
- Exceptional listening skills and the ability to empathise with others.
- Genuine passion for delivering exceptional client service and enhancing overall experience.
- Proficient problemsolving and decisionmaking abilities.
- Aptitude for identifying patterns and trends in query flow to contribute to team improvement.
- Patience, resilience, and efficient time management skills, particularly in highpressure situations.
- Enthusiasm for learning and a commitment to continuous improvement.
- Ability to work collaboratively as a team player and handle multiple tasks in a fastpaced environment.
- Adaptability, flexibility, and a proactive attitude towards taking responsibility for assigned tasks.
What's on Offer:
Here are the benefits of working for this company:
- Excellent opportunities for career progression and development within the organisation.
- Bonus incentives based on performance.
- Regular salary reviews to ensure competitive compensation.
- Gym benefits, including discounts on fitness facilities and access to hotel amenities through the company benefit portal.
- Generous pension scheme
- Death in service benefit
- 25 days of annual leave, with the option to purchase an additional 5 days (not inc bank holidays)
- Ridetowork scheme to encourage and support active commuting.
- The company fosters a supportive environment for career growth, offering paid education opportunities.
- Comprehensive training program, consisting of 2 to 3 months of initial training followed by a hybrid mode for continued learning and development.
- Contact
- Leah Owens
- Quote job ref
- JN
- Phone number
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