Overview
We are looking for a Partner Support Assistant (Technical Customer Service Helpdesk Adviser) to join us on a full-time, permanent basis, hybrid working, 3 days from our Basildon offices and 2 days working from home. In return, you will receive a salary of £23,000 per annum, depending on skills and experience. The Partner Support Assistant (PSA) deals directly with the UK-wide network of professional mortgage and insurance Advisers, in relation to system and process-related queries by phone, ticket and email. The PSA accepts responsibility for handling all queries received for network members via various channels and delivering prompt, accurate and clear guidance and/or the fastest and most comprehensive resolution of queries possible. This includes referral and escalation where necessary. The PSA may be required to support the testing of new functionality for the Revolution (and surround) systems and providing feedback within agreed timelines to support successful deployment. The role also includes identification, escalation and handling queries on any system issues that affect performance and/or impact on network members\' experience.
Responsibilities
* Meeting agreed target standards for the total number of calls answered and tickets/email queries completed
* Maintaining standards for the quality of call handling and resolution of queries and the quality of written queries, with clear issue clarification, appropriate guidance and timely resolution
* Attending Release meetings to understand and clarify requirements for testing
* Allocating time and complete comprehensive testing (including any remedial testing) on all development items
* Providing clear and comprehensive instruction to colleagues within the team where they are required to complete testing
* Collating results for testing and present back to the Release meeting - separately providing detailed feedback to Revolution Development where necessary
* Capturing and referral of potential system enhancements from discussions with colleagues and network members, via Marginal Gains Programme (MGP) process
* Identifying source of the issue and/or which team needs to be contacted to investigate
* Providing clear, comprehensive details of the issue (as far as known) to the other team(s) to enable the best handover of the issue
* Identifying / receiving notifications of system issues and capturing what has happened and impact on processes/network services
* Communicating clearly to Revolution Development / IT Ops details of the issue, impacts and requirements to resolve (where known)
* Raising tickets for resolution where necessary
* Taking ownership and maintaining contact until the item has been resolved
* Providing regular updates to the Senior PSA and communicating out to stakeholders as required
* Providing details of the incident and updating the Incident Log for audit and trend purposes
Qualifications
* Previous experience of working in a customer facing environment
* Confident with IT and technology (as this is a technical, customer facing help desk role)
* Efficient phone and web chat enquiry handling
* Confident and customer-focused individual, with excellent communication skills
* Great problem-solving skills, an eye for detail
* Efficient call handling, whilst leaving the users happy with the resolution
* Comfortable working for long periods in a busy environment dealing with high volumes of calls / emails
* Knowledge of MS Office package
* The ability to manage your own workload, prioritising tasks and using time productively
* A willingness to learn and develop skills and knowledge
* Eligibility to work in the UK and everything it takes to successfully complete pre-employment screening
Company and Benefits
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.
* Competitive salary
* Performance related bonus (non-contractual)
* 22 days annual leave + your birthday off + up to 3 more annual leave 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 soft drinks when working in the office
* 2 days off per annum for charity / community volunteering
* 2 half days paid leave for "me time" to support mental and physical wellbeing
* 1 day paid leave for "team time" joining your team in a volunteering / community service activity
* Full programme of employee engagement activities
* Company 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
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