The Role
Based in arvato’s Shared Service Centre as part of the Customer Contact and Support Services team we’ll keep you busy, with a demanding and fulfilling role. If you like helping people and are driven by quality customer service, this could be for you. Whilst you will need a degree of initiative, there are questions to ask and information screens to navigate, so you’ll be the type of person who works well in a structured environment and as part of a team. A full training programme will equip you with the skills to deal effectively with all enquiries.
As the Service and Support Desk (part of the Customer Contact and Support Services function) is open from 8.00am to 6.00pm – Monday to Friday, you’ll be expected to participate in a rota to provide this level of cover.
Working as part of the Service and Support Desk team, you’ll be answering telephone enquiries and accessing our computer records for information, so you’ll need to be comfortable with PCs, keyboards, wearing a telephone headset, and happy to be on the telephone for the majority of the day.
You should also display an aptitude for following processes and procedures whilst having a flexible approach and willingness to expand your skills and knowledge.
This is very specific work calling for friendly, helpful individuals, with the initiative and ability to remain positive and calm, even at the busiest times. You’ll be required to:
1. Handle, or where appropriate, refer customer queries and problems using the appropriate call handling processes
2. Maintain up to date call and problem records in the appropriate service management/call handling system
3. Conduct problem resolution and root cause analysis for first level calls
4. Pass complex problems on to the appropriate support area
5. Communicate problem status or resolution to the customer as required.
Continuous Improvement
6. You’ll be expected to contribute to an environment which strives for continuous improvement by suggesting constructive ideas in processes and procedures that will deliver further efficiencies and service enhancement.
Collaborative Teamwork
You’ll be expected to:
7. Provide support to your Customer Contact and Support Services Team Leader
8. Participate in a team based culture which identifies, communicates and addresses customers’ needs and contributes to cross team activities.
9. Contribute to the team and operational environment by supporting its vision and values.
10. Co-operate with other team members to ensure sufficient cover on the Service Desk at all times.
Key outputs:
The Contact and Support Services Team is based in the arvato Shared Service Centre which is driven by providing quality customer service.
You will answer many commonly asked queries, but there will also be some that demand a little more investigation or escalation to the appropriate support team.
You will be expected to contribute to the success of the Customer Contact and Support Services Team; helping to achieve individual performance targets, team and personal objectives
Skills & Experience Required
Essential:
11. Understanding of the requirements of working in a customer support environment.
12. Understanding of the aims and objectives of our business and the functionality that it delivers our clients
Desirable
13. Knowledge of SAP and Agresso ABW systems
SKILLS
Essential:
14. Excellent communication skills / interpersonal skills
15. Good customer service awareness
16. Confident / pleasant telephone manner
17. Good call handling skills
18. Must be able to work confidently as part of a team
EXPERIENCE
Essential:
19. Experience of working in a call handling environment delivering quality customer service
Additional information:
The responsible Customer Contact and Support Services Team Leader will discuss all elements of the job description document with the appointee after six months and recognises that some elements may need changing.
Diversity & Inclusion Statement
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.