Deal Desk Support Specialist

2 weeks ago

Peterborough, United Kingdom Convera Full time

**Deal Desk Support Specialist**

As a **Deal Desk Specialist with **Convera based in our **Peterbourough** office, you will be responsible for supporting the Payments team in ensuring the delivery of outstanding customer service & quality in accordance with Service Level Agreements.

**You will be responsible for**:

- Monitoring Dealer Support Inbox to ensure SLAs are met consistently
- Ensuring that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client
- Act as a bridge between Sales, Client and Operations

**Skills**:
Communication:
Maintain effective relationships with Operations, Support, Dealing, Relationship Management and Account Management teams to maximize and sustain service quality for all customers.
- Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
- Offer support and advice to internal and external clients, responding to queries within agreed SLA.
- Engage team lead if faced with and challenges or barriers

Quality:

- Being proactive and responsible for client queries.
- Maintain and develop best practice as well as sharing best practice across the teams.
- Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
- Adhere to compliance and regulatory requirements
- Achieve 95% or above on QA for customer contacts
- Build knowledge of the relevant payment platform to enable comprehensive response to queries

Reporting:

- Utilize SFDC reporting to ensure 2-day updates on cases outside the team.
- Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an ad-hoc basis and more regularly where agreed
- Process confirm reporting of Special Handling clients on a periodic basis
- Experience of a busy team in a client-facing function within the financial services sector
- A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture
- The Ability to lead by example and deliver service excellence to customers
- Experience maintaining and exceeding targets and meet tight deadlines
- The ability to identify own development areas and training needs
- Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
- The ability to influence others to a desired outcome
- Analytical capacity and innovative problem-solving skills
- Experience building and maintaining supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business
- Effective time management skills
- Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet

**About Convera**:
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers - helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

**We offer an abundance of competitive perks and benefits including**:

- Market competitive monthly gross salary
- Great career growth and development opportunities in a global organization
- A flexible approach to work
- Generous insurance (health, disability, life) and retirement programs
- Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)
- Paid volunteering opportunities

**Please contact **us** directly** if you have any questions

  • Service Desk Supervisor

    1 week ago

    Peterborough, United Kingdom Concept Resourcing Full time

    **Service Desk Supervisor** **£26,000 + benefits** **Peterborough** I am looking for a Supervisor for a Service Desk to be a part of this fantastic team for the leading multi-brand technology solutions provider to business, government. As a Supervisor for a Service Desk, you will provide leadership, guidance, and support to a team of service desk...

  • IT Service Desk Analyst

    Found in: beBee S GB - 7 days ago

    Peterborough, United Kingdom Cooper Lomaz Recruitment Ltd Full time

    1st line / Service Desk Engineer required to join a talented IT team who support the US part of the business. Service Desk Analyst Hybrid / Peterborough office- 2 days in office once training is completed (4-6 weeks) 6-month contract (likely to extend & paid weekly) 37.5 hours per week - overtime available Hours between Midday and Midnight to cover US...

  • Service Desk Analyst

    1 week ago

    Peterborough, United Kingdom Quantica Technology Full time

    Service Desk Analyst / Helpdesk Analyst / 1st & 2nd Line Support Analyst - Peterborough Service Desk Analyst / Helpdesk Analyst / 1st& 2nd Line Support Analyst - Peterborough, to £30,000 - Hybrid Global organisation has a new role for a Servicedesk Analyst with experience for Office365, Windows 10 and ideally Apple Mac who can provide excellent customer...

  • Service Desk Analyst

    8 hours ago

    Peterborough, United Kingdom Understanding Recruitment Full time

    Skills required for the **Service Desk Analyst**role: - Experience line managing technical staff - Strong knowledge of Windows 10 - Excellent customer service approach and communication skills - Experience supporting networks and Wi-Fi systems - Experience in a school setting would be a bonus **Location: Peterborough** - Hybrid Working **Salary**:£28,000...

  • IT Service Desk Analyst

    7 days ago

    Peterborough, United Kingdom Mind Recruitment - Technology, Executive & IT Sales Full time

    **IT SERVICE DESK ANALYST positions for a Global Media Client** **3 days in Peterborough office, 2 days WFH** **£25,000 to £30,000** This Global Media organisation is urgently seeking additional team members in their Service Desk Team based in Peterborough but servicing all of the UK regions with remote L1 and L2 support. They are using ServiceNow so...

  • 3 X IT Service Desk Analyst

    6 days ago

    Peterborough, United Kingdom Mind Recruitment - Technology, Executive & IT Sales Full time

    **3 x IT SERVICE DESK ANALYST positions for a Global Media Client** **3 days in Peterborough office, 2 days WFH** **£25,000 to £30,000** This Global Media organisation is urgently seeking additional team members in their Service Desk Team based in Peterborough but servicing all of the UK regions with remote L1 and L2 support. They are using ServiceNow...

  • Service Desk Analyst

    2 weeks ago

    Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    Out of Hours Service Desk Analyst - 1st line Support Looking for experienced Call Centre / Service Desk Analysts Office based in Hampton, Peterborough. You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role. Shifts - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off. Contracts min 6...

  • IT Service Desk Analyst

    2 weeks ago

    Peterborough, Cambridgeshire, United Kingdom Global Technology Solutions Ltd. Full time

    Out of Hours Service Desk Analyst - 1st line Support Looking for experienced Call Centre / Service Desk Analysts You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role. Shifts - 10.4 nights on and 4 nights off. Hourly pay - £16.3 month contract - extensions - could go perm in the future ...

  • IT Service Desk Analyst

    Found in: Jooble UK C2 - 2 weeks ago

    Peterborough, Cambridgeshire, United Kingdom Global Technology Solutions Ltd. Full time

    Out of Hours Service Desk Analyst - 1st line Support Looking for experienced Call Centre / Service Desk Analysts You will ideally have a minimum of 1 years experience working on a ticketed IT service desk in a level 1 role. Shifts - 10.4 nights on and 4 nights off. Hourly pay - £16.3 month contract - extensions - could go perm in the future ...

  • Sc Cleared Call Centre/ Service Desk Out of Hours

    2 days ago

    Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    SC cleared Out of Hours Call Centre / Customer Services/ Service Desk Analyst / Call Logger - 1st line Support. Office based in Hampton, Peterborough. Our client are looking for sc cleared Call Centre / Customer Service/ Service Desk Analysts The role is an initial 3 month contract with progression of extensions of contract and in the long term the client...

  • Sc Cleared Call Centre/ Service Desk Out of Hours

    2 weeks ago

    Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    SC cleared Out of Hours Call Centre / Customer Services/ Service Desk Analyst / Call Logger - 1st line Support. Office based in Hampton, Peterborough. Our client are looking for sc cleared Call Centre / Customer Service/ Service Desk Analysts The role is an initial 3 month contract with progression of extensions of contract and in the long term the client...

  • Specialist Behaviour Support Practitioner

    1 week ago

    Peterborough, United Kingdom Jupiter Recruitment Full time

    An amazing new job opportunity has arisen for a dedicated Specialist Behaviour Support Practitioner to support the Operations Team to deliver high quality person-centred support in the East Midlands region. You will be working for one of UK’s leading healthcare providers You will oversee a number of services across the company portfolio. We’re looking...

  • Service Desk Analyst

    1 week ago

    Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    Location - Hampton, PeterboroughPay - £16.30Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line Support of Wintel / Retail and...

  • Client and Sales Support Specialist

    6 days ago

    Peterborough, United Kingdom eFinancialCareers Full time

    **Client and Sales Support Specialist - Peterborough, United Kingdom** Are you passionate about helping others and providing world-class customer experience? Are you ready to unleash your potential in a global business that is committed to moving money for better? Join Western Union as a Client and Sales Support Specialist. **Motivated by our values: purpose...

  • Recruitment Consultants

    7 days ago

    Peterborough, United Kingdom City Resource Ltd Full time

    Are you a dynamic and results-driven individual with a passion for connecting talent with opportunity? Join our team as a Recruitment Consultant on our Permanent Desk in Peterborough! We are searching for 2 of the best consultants in the area, if that is you, please apply! Key Responsibilities: - Business Development - B2B Sales calls and visits -...

  • Senior Customer Support Specialist

    7 days ago

    Peterborough, United Kingdom Convera Full time

    Convera is seeking Senior Customer Support Specialist in our Peterborough office. The Senior Specialist (Service Delivery Manager) is responsible for the consistent delivery of high quality, responsive services for key clients, to optimize client satisfaction and retention. Oversees the full suite of Middle Office end-to-end payment services, ensures...

  • SC Cleared Service Desk Analyst

    2 weeks ago

    Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    SC Cleared applicants only.Location - Hampton, PeterboroughPay - £21.37Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line...

  • SC Cleared Service Desk Analyst

    1 week ago

    Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    SC Cleared applicants only.Location - Hampton, PeterboroughPay - £21.37Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line...

  • SC Cleared Service Desk Analyst

    7 days ago

    Peterborough, United Kingdom Global Technology Solutions Ltd Full time

    SC Cleared applicants only.Location - Hampton, PeterboroughPay - £21.37Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line...

  • Competence Delivery Specialist

    7 days ago

    Peterborough, United Kingdom Network Rail Full time

    Competence Delivery Specialist - Peterborough WHSmith Mews **Location**: Peterborough, GB **Department Name**: Eastern Region **About Network Rail**: Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation...