Customer Service Representative

**Customer Service Representative**
- This is a Hybrid role with 2 days in the office located in Wigan, 3 days from home.
- Salary Negotiable (depending on experience), plus bonus (based on business and individual's performance)
- Notice period:1 month
- Hours: 9-5, Monday to Friday (Flexi hours can be discussed)
- 26 days holiday, plus public holidays
- Pension Contribution

**Company Background**

At People Places Lives (PPL) we are passionate about how digital solutions can increase choice and control for all. We work in partnership with health and social care organisations to deliver web-based solutions that make self-directed care & support easier for everyone.

Much more than just technology or software providers, we work in true partnership with our clients to help empower and enable people to be more independent, improve people’s overall wellbeing and help build more connected and resilient communities.

People Places Lives currently employs 45 staff in the UK. The majority of UK revenues originate from the social care and health sectors, specifically the provision of web-based ‘customer portal’ software solutions. These solutions enable citizens to look for information and advice, purchase products and services for the social care support needs and manage their personal budget. We currently work with over 50 local authorities and NHS organisations across the whole of the UK.

**Role Background**

People Places Lives currently has a Support Team located in it’s head office in Wigan. Due to recent growth, there is a need to recruit additional Helpdesk Support Advisors, to support our Virtual Wallet customers.

**Responsibilities**
- **Helpdesk**_
- Logging / assigning support requests via our internal ticketing system
- Resolve non-technical support issues (such as password resets, updating details, assisting with navigation of the site)
- Taking calls from personal assistants who are providing hours worked and completing timesheets on their behalf on the Virtual Wallet system.
- **Documentation**_
- Keeping guidance notes to all parties clear and up to date
- Supporting other software as and when needed including managing calls, logging support tickets or directing users to the relevant contact.
- **General**_
- Attend internal meetings to discuss current working processes, improvements and required changes.

**Skills and Experience**
- **Experience**_
- Experience of customer service roles
- Experience of social care / health sector is desirable (but not essential)
- Experience of ticketing / support systems is desirable (but not essential)
- Experience of Teams/Zoom/Webchat is desirable (but not essential)
- **Qualifications**_
- Minimum of 5 GCSEs (grade A-C/5-9), or equivalent, including maths and English language
- Computer literacy - Good level of IT literacy using Microsoft Office (Word, PowerPoint, Excel and Outlook).
- **Skills**_
- Logical, clear thinker.
- Organised with high attention to detail.
- Conscientious approach to work, taking responsibility for issues raised to ensure they are tracked to completion
- Possess discretion to work with confidential information
- Proactive approach, raising self-identified issues internally before they effect users.
- **Personality Traits**_
- Excellent verbal and written communication skills and the ability to interact professionally with diverse groups, including executives and managers and members of the public
- Must be self-motivated, with a strong work ethic, and able to work with limited supervision and achieve set goals by proactively removing roadblocks and resolving needs for information.
- Must be personable with a strong customer service orientation. Build a rapport with the users and easily converse with users that do not have a high technical ability.

People Places Lives is an equal opportunities employer.

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

Pay: £24,570.00-£25,500.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Casual dress
- Company events
- Company pension
- Flexitime
- Free parking
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Wigan, WN3 6PS: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Wigan, WN3 6PS

Reference ID: PPL101