1. Accurately resolve technical queries received via Live Chat, phone, email, ASK and any other digital media.
2. Support the delivery of core service as required by the operation within agreed service levels.
3. Takes personal responsibility for improving own technical knowledge, SJP product/process/system knowledge as well as service skills.
4. Ensures that personal coaching and mentoring needs are proactively raised and resolved with line manager.
5. Takes personal responsibility in achieving the quality assurance targets set within the requirements of the QA framework in place
6. Personally display and evidence adherence to the SJP Culture and Values
7. Maintain professional qualification standards through effective CPD evidencing and recording.
8. Willing to contribute to small scale projects within the division.
Who we’re looking for:
We are seeking a knowledgeable professional who embodies SJP’s culture and values while delivering exceptional technical support. The ideal candidate will have strong expertise in our products, services, and systems, with the ability to communicate complex information clearly across various digital platforms.
Essential Criteria
9. Must be CII level 4 Diploma qualified
10. Experience of working in a customer or helpline service environment
11. Strong understanding of the SJP Advice Framework
Desirable Criteria
12. Strong written and verbal communication
13. Excellent timekeeping skills.
What's in it for you?
We reward youfor the work you do, whether that’s through our discretionary annual bonus scheme that reflects both personal and company performance, competitive annual leave allowance (28 days plus bank holidays, with the option to purchase an additional 5 days), or online rewards platform with a variety of discounts.
We also have benefits to support whatever stage of life you are in, including:
14. Competitive parental leave (26 weeks full pay)
15. Private medical insurance (optional taxable benefit)
16. 10% non-contributory pension (increasing with length of service)
Reasonable Adjustments
We're an equal opportunities employer and want to ensure our recruitment process is accessible and inclusive for all, if you require reasonable adjustment(s) at any stage please let us know by emailing us at
Research tells us that applicants (especially those from underrepresented groups) can be put off from applying for a role if they do not meet all the criteria or have been on an extended career-break. If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you tick every box.