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- Tasks: Join us as a Service Desk Agent, managing customer support and resolving service tickets daily.
- Company: Be part of a fast-growing FinTech company in Cardiff, focused on compliance and customer satisfaction.
- Benefits: Enjoy a hybrid work model, bonus schemes, and excellent perks while making a real impact.
- Why this job: This role offers a chance to enhance customer experience in a dynamic, supportive environment.
- Qualifications: Previous experience in customer support or service delivery is essential; multitasking skills are a must.
- Other info: Immediate start available; we’re eager to welcome proactive candidates ready to make a difference!
The predicted salary is between 28800 - 43200 £ per year.
We are looking for a proactive and customer-focused Service Desk Agent to join our fast-growth FinTech client in Cardiff to help elevate the customer experience to new heights on a number of new services being established.
We are looking for somebody who has worked in a contact centre, operations department or service delivery environment previously. You should be well versed in taking inbound and outbound calls, managing, creating and resolving new service tickets (20-30 per day).
This contract role has been assessed as outside IR35. This role requires a blend of strategic thinking, operational expertise, and analytical skills to drive service quality and customer satisfaction.
Experience required:- Proven experience in a service delivery environment, demonstrating exceptional customer experience skills.
- Proven experience using ticketing systems (e.g., HubSpot, Zendesk, Freshdesk, or similar).
- Ability to efficiently manage and resolve 20–30+ support tickets per day, maintaining high accuracy and customer satisfaction.
- Strong multitasking skills, with the capability to work across multiple internal systems and platforms simultaneously.
- Basic troubleshooting skills for common technical issues within service delivery.
- Comfortable in a fast-paced, high-volume customer support / operations department.
- Have implemented process improvements that enhance efficiency, effectiveness and quality.
- Previous experience in service payment processing and chasing would be ideal.
- Ability to manage multiple tasks and meet deadlines in a fast-paced, cross-functional environment.
You will be delivering Service Delivery against specific compliance services so must be able to multi-task and work off multiple systems. This is a hybrid role with 2-3 days minimum office-based days per week in Cardiff city centre.
Urgent hiring: Immediate start available. We are looking to fill this role as soon as possible and need candidates who are available to start immediately or within the next two weeks. If you’re ready to hit the ground running and are eager to make an impact quickly, we encourage you to apply today!
As well as the basic salary, there will be a bonus scheme and excellent benefits. This is an excellent opportunity for individuals who can join our team without delay.
Service Desk Agent employer: Career Wallet
Contact Detail:
Career Wallet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Agent
✨Tip Number 1
Familiarise yourself with common ticketing systems like HubSpot, Zendesk, or Freshdesk. Being able to demonstrate your proficiency in these tools during an interview can set you apart from other candidates.
✨Tip Number 2
Brush up on your multitasking skills. Practice managing multiple tasks simultaneously, as this role requires handling 20-30 support tickets daily while maintaining high accuracy and customer satisfaction.
✨Tip Number 3
Prepare examples of how you've implemented process improvements in previous roles. This will showcase your strategic thinking and operational expertise, which are key for this position.
✨Tip Number 4
Since this is a hybrid role, be ready to discuss your experience working in both remote and office environments. Highlight your adaptability and how you manage your time effectively across different settings.
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer support and service delivery environments. Emphasise any roles where you managed service tickets or worked in a contact centre, as this is crucial for the Service Desk Agent position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your proactive approach and customer-focused mindset. Mention specific examples of how you've improved service quality or customer satisfaction in previous roles, particularly in high-volume environments.
Highlight Relevant Skills: In your application, clearly outline your experience with ticketing systems like HubSpot or Zendesk. Also, mention your multitasking abilities and any troubleshooting skills you possess, as these are key to succeeding in this role.
Show Enthusiasm for the Role: Express your eagerness to join the team and make an immediate impact. Given the urgent hiring need, convey your availability to start quickly and your readiness to adapt to a fast-paced environment.
How to prepare for a job interview at Career Wallet
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer support roles. Be ready to share specific examples of how you've handled challenging situations and elevated customer experiences in the past.
✨Familiarise Yourself with Ticketing Systems
Since the role requires using ticketing systems like HubSpot or Zendesk, brush up on your knowledge of these platforms. If you have experience with them, be prepared to discuss how you've used them to manage and resolve service tickets efficiently.
✨Demonstrate Multitasking Abilities
The job involves managing multiple tasks simultaneously, so be ready to discuss how you prioritise and handle various responsibilities under pressure. Share examples that showcase your ability to stay organised in a fast-paced environment.
✨Prepare for Process Improvement Discussions
Think about any process improvements you've implemented in previous roles. Be ready to discuss how these changes enhanced efficiency and quality, as this will demonstrate your proactive approach to service delivery.
