Qinetiq Support Agent
3 weeks ago
Role Purpose
To provide high quality and responsive first point of contact service for internal and external global customers, dealing with a wide range of requests in a professional, courteous and efficient manner; following processes and procedures with limited guidance and supervision. This is a multi-function support role with a range of responsibilities from IT Password resets through to HR queries and Facilities issues.
Key Accountabilities
Supports delivery of a high standard of customer service communicating with tact and diplomacy at all times, taking accurate messages and passing them on to the appropriate person in a timely manner.
Provide accurate information to customers and actively promote the range of services and access channel options available to customers.
Provide multi-function support to the business in the execution of customer enquiries via the phone and self-service portal.
Supports resilience across team by learning new skills and tools and providing support where and when required as determined by the Team Leader.
Ensure that all documentation and information is handled in accordance with the Data Protection Act.
All work is to prioritised and completed in a timely manner and in accordance with Service Level Agreements.
Provide a professional service with a focus on excellent customer service to all QinetiQ Support users using written and verbal communication.
Supports the effectiveness of the QinetiQ Support team by identifying and communicating improvement opportunities within own role and tasks and assists with change/improvement projects and activities.
Resolve standard queries and escalate more complex issues through the tiered support model
Ensure compliance with organisation policies, procedures and work instructions.
To take ownership of problems and be proactive when dealing with all issues.
Participate and support a smooth transition to the new organisational model.
Key Capabilities/Knowledge
Excellent customer service skills both face-to-face and over the telephone
Strong written and oral communication skills
Understand QinetiQ’s organisational structure, own role contribution, values and behaviours
Strong IT skills
Commits to quality improvement
Good organisational skills with the ability to multi task
Excellent inter-personal and communication skills
Ability to remain professional & prioritise under pressure
Ability to thrive as part of a team and work independently where appropriate
Attention to detail
Proactive, driven and enthusiastic; ‘can do’ attitude
Right first time approach
Accurate judgement to know when to escalate a query
Experience & Qualifications
Proficient in MS office
Customer Service Experience with strong administration skills
Proven problem solving abilities
Experience of working in a customer service environment with strong administration skills
Experience with Service Management toolsets e.g. Cherwell Service Management
Awareness of SAP
This role requires SC clearance
Why join QinetiQ?
As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.
You’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in an diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Read more about our diverse and inclusive workplace culture here.
Joining QinetiQ offers you an opportunity to work on a broad range of interesting defence-based projects with vast career progression across a global organisation in addition to competitive personal and professional benefits. You’ll receive a highly competitive salary and benefits package: our basic salaries are very attractive as we constantly review what’s happening in the market. The range of benefits that we offer include, adaptive and flexible working, generous holiday entitlements, Health Cash Plan, Private Medical Insurance and Dental Insurance and much more.
About QinetiQ
As a company of over 6,000 dedicated professionals, we are a world-centre of excellence in research and development and act as a catalyst for fast-track innovation, offering outstanding experimentation facilities, and technical, engineering and scientific expertise. QinetiQ is made up of dedicated experts in defence, aerospace, security and related markets, all working together to explore new ways of protecting what matters most. Being part of QinetiQ means being central to the safety and sec
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