Customer Incident Centre Specialist

2 days ago

Milton Keynes, Milton Keynes, United Kingdom Getronics Full time

Location: Hybrid

Full-time – 6-month FTC

As a key player in our Customer Incident Centre, you will be accountable for ensuring that all calls are managed within the defined processes for their appropriate accounts. Your primary task will be to ensure that SLA is met for all calls, and that the customer and account teams are notified accordingly. You will work in a team environment with other Customer Incident Centre staff, third-party suppliers, or the customer to provide timely solutions to semi-technical problems, often of a critical nature to the customer.

What we can offer:

  • 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
  • Hybrid working between Milton Keynes and home
  • Full training provided as part of a robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
  • Employee Referral Scheme
  • Flexible benefits package that aims to offer something for everyone
  • GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics
  • 24/7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
  • 1-day paid leave to participate in local volunteering projects
  • Company Pension Scheme, plus life assurance, and access to our free Digital GP App via Aviva
  • Private medical cover from day 1
  • Global Recognition Program – 40+ awards were made last year under our RecogniseMe scheme

Key responsibilities:

  • Responsible for customer support calls that require timely solutions to semi-technical problems, often of a critical nature to the customer
  • Work in a team environment with other Customer Incident Centre staff, third-party suppliers, or the customer
  • Opportunity to work with other colleagues and teams: Remote Technical Specialist (RTS), Incident Planner (IP), or Team Leader (TL) to assist in communicating technical or problem resolution status or information to the customer in their primary language
  • Manage the incident from receipt to resolution, providing effective follow-up and keeping the customer informed of the solution
  • Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organisational improvements
  • Document, verify, and make appropriate corrections to the incident record and customer profile
  • Write, amend, and/or create documents as appropriate to your role

What we expect from you:

  • Ability to identify customer problems in a clear and concise manner and identify relevant issues and answer questions and concerns
  • Maintain a level of patience to ensure resolution of issues and ensure customer satisfaction
  • Professionalism by continually maintaining a positive attitude and communication style even in critical or stressful customer situations
  • Identify and isolate problems relevant to your area
  • Knowledge and trouble-shooting skills for assigned products and technologies
  • Strong analytical ability

What to do next:

We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.

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