Helpdesk Advisor

Helpdesk Advisor – Glasgow

• £12.36 an hour, paid weekly
• Increases to £14.24 after 12 weeks

Hours:

• Monday to Friday
• Hybrid – 3 days office based and 2 days home working

The role of Helpdesk Advisor:

The role of a UKSV Helpdesk Advisor will require collaborative working within UKSV and across the vetting enterprise. You will be the initial point of contact and the voice for UKSV – you will be responsible for assisting our customers and applicants with a range of vetting queries over a variety of different channels and be our first point of contact for any customer enquiries and 1st tier complaint escalations.

• Being the face of UKSV and first point of contact resolution for UKSV customers through all access channels for all enquiries, providing professional advice and assistance relating to the delivery of UKSV services.
• Processing high volumes of customer enquiries via telephone, email and digital channels, without compromising quality.
• Problem solving and achieving positive outcomes for customers in a timely manner.
• Consistently delivering to customer service Key Performance Indicator targets and service standard targets, taking a proactive and positive approach to Customer Care and ensuring satisfaction.
• Carrying out all administration functions relative to customer services effectively and within agreed service standards. This includes accurately recording, storing, inputting and updating information into the relevant IT system and ensuring all records and systems are up to date.
• Promoting and maintaining excellent customer relationships, adopting a customer focused approach at all times.

The ideal Helpdesk Advisor:

• Excellent verbal and written communication skills.
• Ability to organise and prioritise shifting workload depending on demand. A positive attitude to customer service and personal development.
• Ability to work in a fast-paced, target-focused environment.
• Excellent IT skills, including knowledge and experience of Microsoft Office and Google Suite.
• Ability to handle enquiries across various operating platforms.
• Ability to multitask, prioritise and respond to a changing workload in a fast paced environment.

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