One Desk Assistant - Triage, London

As a One Desk Assistant for triage, you will provide support and guidance to One Desk customers, via the phone and our ticketing system. Your key responsibility will be focusing on triaging with particular emphasis on queue management and the categorization of all incoming queries through our ticketing system to ensure they can be dealt with quickly and efficiently. You will adhere to categorization and allocation guidelines and use your initiative and judgment of when to escalate complaints/queries. Additionally, you will keep confidential records of customer interactions and will update relevant systems accurately.

Your responsibilities will involve the following:

• Managing and dealing with queries that are assigned to you.
• Ensuring accurate and customer-focused responses are given in line with relevant SLAs and within UCL policy/process.
• Building collaborative working relationships with internal and external stakeholders.

Special working conditions: You may be required to work a shift pattern outside of standard office hours as a condition of this role. The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

About you: As a customer service professional within helpdesk environments, you’re comfortable dealing with a high volume of incoming queries and/or complaints. You have experience working with CRM and/or ticketing systems such as RemedyForce and are able to provide user guidance and support in a fast-paced customer-focused setting in line with agreed service levels. Additionally, you’re a dedicated customer service professional and are committed to providing a high standard of customer care with excellent communication skills through various mediums (email, instant messaging, customer calls, etc.).

You will also be able to demonstrate the following:

• Knowledge of composition of Service Level Agreements (SLAs).
• Experience delivering a high level of accuracy and detail within a customer service environment.
• Ability to meet service standards and SLAs at a personal and team level.
• Experience managing your own workload (often through multi-tasking) through effective prioritization, time management, and organization.

What we offer: As well as the exciting opportunities this role presents, we also offer some great benefits, some of which are below:

• 41 Days holiday (27 days annual leave, 8 bank holidays, and 6 closure days).
• Additional 5 days’ annual leave purchase scheme.
• Defined benefit career average revalued earnings pension scheme (CARE).
• Cycle to work scheme and season ticket loan.
• Relocation scheme for certain posts.
• On-site gym.
• Enhanced maternity, paternity, and adoption pay.
• Employee assistance programme: Staff Support Service.

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