Overview
Partner Support Assistant (Technical Customer Service Helpdesk Adviser) – full-time, permanent, hybrid working (3 days from Basildon offices and 2 days from home). Salary £23,000 per annum, depending on skills and experience.
About Us
Stonebridge is committed to being a great place to work, valuing our people, wellbeing, social and environmental responsibility, and community involvement. We strive to create a better future and to do the right thing.
Our Benefits
* Great company culture
* Competitive salary
* Performance related bonus (non-contractual)
* 22 days annual leave + birthday off + up to 3 more days based on service
* Company Pension with optional matched contributions up to 1.5%
* Flexibility to work from home
* Office perks: free breakfast, lunch, fruit, and drinks
* Charity/community volunteering: 2 days off per year
* Me time and team time leave benefits
* Full programme of employee engagement activities
* Reward and recognition schemes
* Retail discounts and cash back platform
* Salary sacrifice schemes for home and tech, cycle to work, pension
* 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 takes responsibility for handling all queries for network members via various channels, delivering prompt, accurate and clear guidance and/or the fastest and most comprehensive resolution. This includes 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 deployment. The role also includes identification, escalation and handling queries on any system issues that affect performance or impact on network members’ experience.
Key Responsibilities
* Meet agreed target standards for calls answered and tickets/email queries completed
* Maintain standards for quality of call handling and resolution of queries, with clear issue clarification and timely resolution
* Attend Release meetings to understand and clarify testing requirements
* Allocate time and complete comprehensive testing on all development items
* Provide clear instructions to colleagues for testing
* Collate testing results and present feedback to Release meetings and Revolution Development as needed
* Capture potential system enhancements via the Marginal Gains Programme (MGP)
* Identify sources of issues and which team to contact
* Provide clear details of issues to other teams to enable proper handover
* Identify/receive system issue notifications and capture impact on processes
* Communicate issue details and requirements to Revolution Development/IT Ops
* Raise tickets for resolution where 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
* 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
* Good problem-solving, attention to detail
* Efficient call handling with satisfactory resolutions
* Comfortable working long hours 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 capable of completing 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 an equal opportunities employer. We welcome applications from everyone regardless of age, disability, sex, gender identity, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, or ex-offenders.
Additional information
Our formal job posting details reflect the role and responsibilities above. If you need additional clarification, please contact our recruitment team.
EEO statement
Equality of opportunity and inclusive practice are core to our hiring approach.
Location: Basildon, England, United Kingdom
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