Overview
Technical Customer Service Helpdesk Adviser role at STONEBRIDGE MORTGAGE SOLUTIONS LIMITED. This is a full-time, permanent position with hybrid working: 3 days in our Basildon offices and 2 days working from home. Salary: £23,000 per annum, depending on skills and experience.
About Us
At Stonebridge, our employees tell us we are a great place to work. We are passionate about what we do, our people matter, their opinions, insights and enthusiasm are key to our success. We value and look after people, are big on employee wellbeing, we are socially and environmentally responsible and like to get involved in charity work. We consistently look for ways to create a better future, back each other and most importantly, to do the right thing.
Our Benefits
* Great company culture
* Competitive salary
* Performance related bonus (non-contractual)
* 22 days annual leave + your birthday off + up to 3 more days linked to years of service
* Company Pension with optional matched additional contributions up to 1.5%
* Flexibility to work from home
* Free breakfast, lunch, fresh fruit snacks, hot and cold drinks when in the office
* 2 days off per annum for charity / community volunteering
* 2 half days paid leave for personal wellbeing
* 1 day paid leave for team time
* Employee engagement activities
* Reward and recognition schemes
* Retail discounts and cash back platform
* Salary sacrifice schemes for home and tech, cycle to work, pension scheme
* Company sick pay
* Option to buy / sell up to 5 additional days annual leave
* Gym Subsidy
* Employee Assistance Programme
* £500 employee referral scheme
* Death in service insurance cover
* Critical illness insurance cover
The role
The Partner Support Assistant (PSA) deals directly with the UK-wide network of professional mortgage and insurance Advisers, handling system and process-related queries by phone, ticket and email. The PSA accepts responsibility for addressing all queries for network members via various channels, providing prompt, accurate guidance and/or the fastest and most comprehensive resolution, including referral and escalation where necessary. The PSA may support testing of new functionality for the Revolution (and surround) systems and provide feedback within agreed timelines to support successful deployment. The role also includes identification, escalation and handling of queries on any system issues that affect performance or the network members’ experience.
Key Responsibilities
* Meet agreed target standards for calls answered and tickets/emails completed
* Maintain quality of call handling and resolution of queries with clear issue clarification and timely guidance
* Attend Release meetings to understand/testing requirements
* Allocate time and perform comprehensive testing on development items
* Provide clear instructions to colleagues for testing
* Collate testing results and provide feedback to Release meeting; provide detailed feedback to Revolution Development as needed
* Capture potential system enhancements via the Marginal Gains Programme (MGP) process
* Identify issue sources and determine which team to contact
* Provide clear details of issues to enable effective handover
* Identify and notify system issues affecting processes
* Communicate issues and requirements to Revolution Development / IT Ops
* Raise tickets for resolution as necessary
* Take ownership and maintain contact until resolution
* Provide regular updates to the Senior PSA and stakeholders
* Document incidents and update the Incident Log for audit and trend purposes
Our ideal candidate
* Previous experience in a customer-facing environment
* Confident with IT and technology (technical, customer-facing help desk)
* Efficient phone and web chat enquiry handling
* Customer-focused with excellent communication skills
* Strong problem-solving skills and attention to detail
* Efficient call handling with a positive resolution outcome
* Comfortable in a busy environment with high volumes of calls/emails
* Knowledge of MS Office
* Ability to manage workload, prioritise tasks and use time productively
* Willingness to learn and develop skills
* Eligibility to work in the UK and ability to complete pre-employment screening
How to Apply
Apply with CV. If you require any reasonable adjustments for any part of the recruitment process, please let our recruitment team know.
Stonebridge is committed to equality of opportunity and welcomes applications from everyone regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, and ex-offenders.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* IT Services and IT Consulting
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