About The Role
Main Purpose of JobAs we step into a new phase of growth, we are searching for a driven and passionate Helpdesk Coordinator to join our expanding team. Delivering a polished and captivating Word360 experience, the helpdesk team is primarily responsible for being brand ambassadors. Since you will represent the company, it is imperative that you deliver an outstanding client experience that reflects your personality, professionalism, and engaging style.Responsibilities and Duties
* Deliver outstanding customer service at every opportunity to our clients and sub-contractors.
* Respond professionally to phone calls & emails.
* Fulfill new client requirements and manage general queries.
* Take care of client and linguist enquiries from start to finish.
* Solve problems and swiftly recognize and address client concerns.
* Maintain accurate records of all communications within our database.
* Update job knowledge by participating in training, when required.
* Be proactive and work effectively within a team but also independently.
* Understand and deliver service objectives in line with KPIs.
Skills and Attributes Required
* Ability to work in a fast-paced, customer service environment.
* Outstanding customer service experience (minimum 2 years).
* Excellent phone manner and command of English.
* Attention to detail, efficiency, and organization.
* Maintain a positive and upbeat attitude during difficult customer interactions.
* Strong communication skills, both oral and written.
* Problem solving and negotiation skills with persuasive ability.
* Be a finisher and committed to task completion.
* Willingness to learn.
* Proficiency in Microsoft Office products such as Teams, Word, Excel, and Outlook.
* Willingness to work from the office (this is not a hybrid role).
Benefits
* Holiday Allowance: 24 days plus bank holidays and an additional day off for your birthday.
* Loyalty Reward: Extra paid holiday for every two years of service, up to 29 days.
* Comprehensive Training: Structured onboarding, full training, and ongoing development, including annual group training.
* Employee Recognition: Awards and development programs.
* Health and Wellness: Health insurance, free gym memberships, cinema tickets, and more.
* Career Growth: Opportunities aligned with company growth.
* Cycle to Work Scheme: Support for cycling to work.
* Pension Scheme: Workplace pension plan.
* Paid Sick Leave: Paid time off during illness.
* Social Events: Company-wide social activities.
Diversity, Inclusion, and WellbeingAt Word360, diversity, inclusion, and wellbeing are core values. We recruit talent from diverse backgrounds, providing equal opportunities regardless of age, sex, race, sexual orientation, disability, or culture. We promote a flexible work environment to support work/life balance and encourage candidates seeking flexibility to apply.Additional InformationSuccessful candidates will undergo pre-employment screening, including eligibility to work, qualifications, criminal records, financial stability, and references, tailored to the role.
About Us
Word360 is the largest interpreting and translation company in the UK, working with top clients nationwide.
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