Customer Service Advisor

4 days ago

Sheffield, United Kingdom GWD Full time

We offer a **competitive salary** and a great benefits package, including **37 days annual leave**and a **share option scheme** that rewards you with a stake in the company’s success.

Working hours: Monday to Friday, 9.00am to 5.00pm (part-time hours also an option)

We offer a **competitive salary **and a great benefits package, including **37 days annual leave, pension contributions** and a **share option scheme** that rewards you with a stake in the company’s success.

A **Customer Service Advisor - 1st Line Support **(either full-time or part-time) is needed to join our growing technology business based in Sheffield city centre.

At GWD, we are experts in smart consumer touchscreens and contactless fundraising systems. We proudly support socially minded organisations transition to digital systems which help them to engage audiences with their cause. We do this in a simple, easy-to-understand way that delivers better performance and value for our customers. Our current focus is helping charities transition to card donations using our innovative fundraising tool, the Donation Station.

We recognise the benefit of integrating sustainability into our operations and for our customers. Our four values allow us to intentionally design products to live a long life, without the need for replacement, and the creation of unnecessary waste.

Due to expansion, we are now seeking an experienced Customer Service Advisor (1st Line Support) help deliver first-class service to customers of our Donation Station and other products.
- **ABOUT THE ROLE **_

Due to the recent explosion in demand for our products, our customer service team is expanding to ensure that the needs and questions of all customers are responded to within SLA. Effective prioritisation will be key to the success of this role, as the team face many conflicting requirements on a day-to-day basis.

**Reporting to the Customer Service Manager**, you will go the extra mile to help our customers find a solution, whilst adhering to our SLAs. We want our customers to be delighted by the attention that they receive and the expertise that you show them. We need to ensure support is always available to customers when our support desk is open. This can include weekends for customers who pay for that service. So your work patterns may require working outside normal business hours.

To succeed, you will need to familiarise yourself with our products and common troubleshooting procedures and be able to effectively investigate and resolve a problem. You will be assisted by 2nd line support engineers as and when needed.
- **WHAT YOU’LL BE DOING **_

Your day-to-day responsibilities will include:

- Proactively contacting customers to ensure that they are able to use their products effectively
- Working with customers in a way that ensures their satisfaction with the product and service
- Handling complaints and working with the Customer Service Manager where appropriate
- Using GWD's service desk software to manage customer issues and ensuring all actions and resolutions are rigorously documented
- Managing and using the GWD Knowledgebase to create templated resolutions for commonly occurring issues

As well as this list, you will need to take on other tasks in line with the job, but we will provide you with the tools that you need to succeed, whatever we ask you to do.
- **WHAT WE NEED YOU TO BRING TO SUCCEED **_
- Be based within easy reach of our Sheffield city centre office
- Strong previous experience in a customer services/1st line support role, ideally within the technology sector
- Experience using mainstream service desk tools such as ZenDesk
- Familiarity with IT systems (especially Windows OS)
- Excellent troubleshooting and multi-tasking/prioritisation skills
- Proven success in meeting or exceeding customer service targets
- Outstanding service and professionalism in all customer interactions
- Strong customer communication skills
- Available for weekend "on call" duties
- **WHAT’S IN IT FOR YOU?**_

We believe you will find yourself in a role that you will love. You will be given the opportunity to make a real difference, to grow professionally and to be part of a fantastically supportive and talented team, who have a lot of fun doing what we do.

We offer a work environment that values diversity, personal growth, and collaboration. You will be challenged with plenty of autonomy, responsibility and a culture that encourages learning and growth.

This is an excellent opportunity for someone who is passionate about working for a business that truly makes a difference. We really hope this is what you’re looking for at this stage in your career

**To apply**, please send us your up-to-date CV and covering letter explaining why you are interested in the position, what sets you apart, what you would bring to the job role, and your salary expectation

**Job Types**: Full-time, Part-time, Permanent

**Salary**: £20,000.00-£23,000.00 per year

**Bene

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