Job Details
Part‑time – 22 hours per week
Monday to Thursday: 1:30 pm – 5:30 pm
Friday: 10:30 am – 2:30 pm
Work pattern: Monday to Friday (24 hours per week). Flexibility to work from home, typically two days per week for a five‑day work week.
Responsibilities
* Act as first point of contact for customers via phone, email, and digital channels.
* Manage customer queries with professionalism, empathy, and urgency.
* Schedule and coordinate field engineers, ensuring optimal route planning and SLA adherence.
* Allocate and prioritise work orders based on skills, availability, and location.
* Communicate updates to customers and internal stakeholders to keep everything running smoothly.
* Escalate complex issues and ensure they are resolved quickly and effectively.
* Maintain accurate records, support administrative processes, and manage service data.
* Continuously improve service delivery through attention to detail and proactive thinking.
Skills & Experience Required
* Experience in a customer‑focused environment.
* Remain calm and solutions‑focused under pressure.
* Communicate clearly and confidently with a wide range of stakeholders.
* Juggle multiple priorities while maintaining attention to detail.
* Enjoy problem‑solving and making processes more efficient.
* Comfortable using systems and tools such as Microsoft Office or service platforms.
* Bring energy, accountability, and a genuine commitment to delivering great service.
* Experience in dispatching or field service coordination is beneficial but not essential; attitude and capability are equally important.
* Have a basic understanding of AI and a curiosity about technology and automation.
Benefits
* Flexible working options.
* 33 days holiday (including bank holidays).
* Holiday purchase scheme.
* Enhanced family‑friendly benefits (maternity, adoption, paternity and IVF).
* 2 paid days off per year for voluntary work.
* Staff Reward Scheme.
* Pension scheme.
* Life assurance: 4× salary.
* Sponsorship for professional development and memberships.
* Employee Assistance Programme, including financial wellbeing support.
* Mental health first‑aid support programme.
* Cycle2work scheme.
* Discounted gym membership.
* Eye care voucher scheme.
* Free flu vaccinations.
* Employee social events and recognition activities throughout the year.
* HP employee discount programmes.
* Mobile phone discounts.
Equal Opportunity Statement
Diversity and inclusion are at the heart of our success. We are an Equal Opportunity Employer and welcome applications from all backgrounds, valuing different perspectives across age, gender, ethnicity, sexual orientation, disability, religion, and belief. We encourage applicants to bring their whole selves to work.
Accessibility & Flexible Working Support
We support flexible and accessible working. If flexible working is important to you, please discuss it alongside your salary expectations. If you have a disability or health condition requiring adjustments during the recruitment process, you can contact our Talent Team at 0345 300 9955. We are committed to making your experience inclusive and accessible.
Support for Armed Forces Community
We hold a Bronze Award in the Armed Forces Covenant and welcome applications from reservists, veterans, cadet force adult volunteers, and military families.
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