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- Tasks: Monitor customer accounts and manage incidents while providing top-notch support.
- Company: Join Cennox, a proactive team dedicated to exceptional customer service in Leeds.
- Benefits: Enjoy a 9% pension scheme, life assurance, optional healthcare, and free parking.
- Why this job: Be part of a dynamic team that values continuous improvement and customer satisfaction.
- Qualifications: Experience in a busy call centre and excellent communication skills are essential.
- Other info: Flexible weekend shifts with opportunities for training and personal growth.
The predicted salary is between 24000 - 36000 £ per year.
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As a Service Desk Agent within the Cennox team, you\’ll be part of a proactive, customer-focused support function based in Leeds. Reporting to the Service Desk Team Leader and working on a rota basis, your role will centre around monitoring and managing incidents raised by customers across various channels, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met. You\’ll play a critical role in delivering a high standard of support, coordinating with field engineers, and contributing to continuous service improvement.
What you\’ll do:
- Monitor customer accounts and proactively manage incidents, taking remedial actions.
- Receive inbound calls and respond within required SLAs.
- Provide 1st line support on multiple products to engineers and customers.
- Log and manage service calls and requests for contracted devices and support teams.
- Coordinate field engineers and subcontractors to resolve incidents efficiently.
- Follow agreed customer operations manuals and escalation procedures.
- Maintain accurate and up-to-date records of all work completed.
- Contribute to the knowledge base and shared team documentation.
- Assist in onboarding and training new starters.
- Take part in service desk shift rota to meet operational hours.
- Participate in customer demos and meetings when required.
What you\’ve done:
- Worked in a busy call centre environment managing multiple tasks and incidents.
- Delivered excellent customer service, ideally within the finance sector.
- Met and exceeded SLAs and contributed to a high-performing service desk.
- Coordinated a field-based workforce effectively to meet service deadlines.
- Gained experience with scheduling tools (desirable).
- Developed knowledge of UK geography to support logistical coordination.
Who you are:
- A confident communicator with an excellent telephone manner.
- A reliable team player with strong interpersonal skills.
- Detail-oriented and focused on delivering high-quality service.
- Capable of identifying training needs and open to continuous learning.
- Able to pass enhanced security and financial background checks.
What we offer:
- 9% pension scheme (combined employer and employee contributions)
- Life assurance (2x salary)
- Optional healthcare plan with retail discounts
- Free on-site parking (at most locations)
- Employee Assistance Programme
- A diverse, inclusive workplace – Level 1 Disability Confident employer
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Service Desk Agent - Weekends employer: Cennox Ltd
Contact Detail:
Cennox Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Agent - Weekends
✨Tip Number 1
Familiarise yourself with common customer service scenarios and incident management processes. This will help you demonstrate your understanding of the role during any interviews or discussions.
✨Tip Number 2
Brush up on your knowledge of UK geography, as this will be crucial for coordinating field engineers effectively. Being able to discuss logistical challenges confidently can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your experience in a busy call centre environment. Think of specific examples where you managed multiple tasks and exceeded SLAs, as these will highlight your ability to thrive under pressure.
✨Tip Number 4
Demonstrate your commitment to continuous learning by discussing any relevant training or certifications you've pursued. This shows that you're proactive and dedicated to improving your skills, which is highly valued in our team.
We think you need these skills to ace Service Desk Agent - Weekends
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and call centre environments. Emphasise any achievements related to meeting SLAs and KPIs, as these are crucial for the Service Desk Agent role.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've delivered excellent customer service and managed incidents effectively in previous positions.
Highlight Relevant Skills: Clearly outline your communication skills, attention to detail, and ability to work under pressure. These traits are essential for a Service Desk Agent, so make sure they stand out in your application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is vital for this role.
How to prepare for a job interview at Cennox Ltd
✨Showcase Your Customer Service Skills
As a Service Desk Agent, you'll need to demonstrate your ability to provide excellent customer service. Prepare examples from your past experiences where you successfully managed customer inquiries or resolved issues, especially in a busy call centre environment.
✨Familiarise Yourself with SLAs and KPIs
Understanding Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) is crucial for this role. Be ready to discuss how you've met or exceeded these metrics in previous positions, and show that you know their importance in maintaining high service standards.
✨Demonstrate Team Coordination Experience
Since the role involves coordinating with field engineers and subcontractors, highlight any relevant experience you have in managing teams or schedules. Discuss how you effectively communicated and collaborated with others to resolve incidents efficiently.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle multiple tasks. Practice responding to hypothetical situations related to incident management and customer support, showcasing your detail-oriented approach and focus on quality service.