Overview
We are looking for a Partner Support Assistant (Technical Customer Service Helpdesk Adviser) to join us on a full-time, permanent basis. The role operates on a hybrid basis: 3 days from our Basildon offices and 2 days working from home. The salary is £23,000 per annum, depending on skills and experience.
About Us
Stonebridge values its people, wellbeing, social and environmental responsibility, and involvement in charity. We strive to create a better future and do the right thing.
Benefits
* Great company culture
* Competitive salary
* Performance related bonus (non-contractual)
* 22 days annual leave + birthday off + up to 3 more days linked to years of service
* Company Pension with optional matched contributions up to 1.5%
* Flexibility to work from home
* Free meals and refreshments 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 volunteering activities
* Employee engagement activities
* Reward and recognition schemes
* Retail discounts and cash back
* Salary sacrifice schemes for home and tech, cycle to work
* 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 and critical illness insurance
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 provides prompt, accurate guidance and the fastest and most comprehensive resolution possible, including referral and escalation where necessary.
The PSA may assist with testing new functionality for Revolution (and related systems) and provide feedback within agreed timelines to support deployment. The role includes identifying and handling queries on system issues that affect performance or the network experience.
The PSA may also support testing and provide feedback to support successful deployment.
Key Responsibilities
* Meet agreed targets for calls answered and tickets/emails completed
* Maintain quality of call handling and resolution of queries with clear guidance and timely resolution
* Attend Release meetings to understand testing requirements
* Allocate time for comprehensive testing on all development items
* Provide clear instructions to colleagues for testing
* Collate testing results and provide feedback to Revolution Development
* Identify potential system enhancements via the Marginal Gains Programme (MGP)
* Identify issue sources and coordinate with relevant teams
* Provide detailed issue information to enable effective handover
* Identify and communicate system issues and their impact
* Raise tickets for resolution and maintain ownership until resolution
* Provide regular updates to the Senior PSA and stakeholders
* Document incidents for audit and trend purposes
Our Ideal Candidate
* Experience in a customer-facing environment
* Strong IT literacy; comfortable with technology
* Efficient telephone and web chat handling
* Customer-focused with excellent communication
* Good problem-solving skills and attention to detail
* Efficient call handling with satisfactory resolution
* Ability to work in a busy environment with high volumes
* Knowledge of MS Office
* Ability to manage workload and prioritise tasks
* Willingness to learn and develop skills
* Eligibility to work in the UK and ability to complete pre-employment screening
How To Apply
Apply with your 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.
Referrals increase your chances of interviewing at Stonebridge Group.
Job Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industries: IT System Training and Support
Location: Basildon, England, United Kingdom
#J-18808-Ljbffr