At a Glance
- Tasks: Provide friendly IT support and enhance user experience across North Wales.
- Company: Join the Church in Wales, a supportive community with a mission.
- Benefits: Flexible working hours, home-based role, and opportunities for personal growth.
- Other info: Travel across beautiful North Wales while supporting diverse users.
- Why this job: Make a difference by helping users feel confident with technology.
- Qualifications: Experience in customer-facing IT support and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
The Church in Wales is a Province of the Anglican Communion, comprising six dioceses, with more than 1000 churches and 14 separate offices. The IT Department supports all offices and is expanding services to the six diocesan Cathedrals. We have an exciting opportunity for a Regional IT Support and Customer Service Officer to deliver comprehensive IT support and business change to Cathedral sites and diocesan offices across North Wales. The role will be home based and will require frequent travel between Church in Wales sites in North Wales.
The postholder will be the first point of contact for users, providing friendly, professional, and responsive support to staff, clergy, students, trustees, and volunteers. The role focuses on understanding user needs, resolving common IT issues, and ensuring users feel supported, informed, and confident when using technology. Working as part of a regional IT support team, the Officer provides both on-site and remote assistance, ensuring consistent service delivery across North Wales. While the role includes routine IT support activities, its primary emphasis is on customer service, communication, problem ownership, and user experience. The nature of this role requires some flexibility in terms of working hours and location. Applications from candidates interested in alternative work patterns will be considered; however, business needs may limit the arrangements offered.
- Customer Service Skills
- Strong commitment to delivering excellent customer service
- Ability to communicate clearly and patiently with non-technical users
- Confident telephone and face-to-face manner
- Supporting user learning for MS365 applications
- IT Support Experience
- Experience in a customer facing IT support or service desk role
- Ability to resolve common IT issues within a Windows and Microsoft 365 environment
- Confidence using ticketing or case management systems
- SharePoint Administration
- Microsoft 365 Administration
- On Premise Active Directory Administration
- Understanding Basic Network Principles
- Build and maintain workstations, upgrade hardware, and install and maintain software
- Liaise with third-party providers to manage contracts for telephony, copiers, and secure hardware disposal
- Organisation and Communication
- Ability to manage multiple requests and prioritise effectively
- Good written skills for documenting issues and producing simple guidance
- Reliable, trustworthy, approachable, and professional
- Personal Attributes
- Empathy with the mission and values of the Church in Wales
- Calm and resilient when dealing with challenging situations
- Commitment to the delivery of Church in Wales IT team objectives
- Willingness to travel across North Wales and wider Province
Welsh language skills/the ability to communicate in Welsh.
Regional IT Support and Customer Service Officer (North Wales) employer: Church in Wales
The Church in Wales is an exceptional employer, offering a supportive and inclusive work culture that values the contributions of every team member. As a Regional IT Support and Customer Service Officer, you will enjoy the flexibility of home-based work while engaging with diverse communities across North Wales, fostering both personal and professional growth. With a strong commitment to excellent customer service and a mission-driven environment, this role provides a unique opportunity to make a meaningful impact within the Church's IT services.
StudySmarter Expert Advice🤫
We think this is how you could land Regional IT Support and Customer Service Officer (North Wales)
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the Church in Wales. Understanding their values and mission will help you connect better during your conversation and show that you're genuinely interested.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing excellent support, think of examples from your past experiences where you’ve gone above and beyond for a customer. Be ready to share these stories during your interview.
✨Tip Number 3
Show off your tech skills! Brush up on your knowledge of Microsoft 365 and any other relevant IT tools. Being able to discuss how you've used these in previous roles will definitely give you an edge.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It’s a nice touch that shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Regional IT Support and Customer Service Officer (North Wales)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Regional IT Support and Customer Service Officer role. Highlight your customer service skills and any relevant IT support experience, especially with Microsoft 365 and Windows environments. We want to see how you fit into our mission!
Show Off Your Communication Skills:Since this role is all about providing friendly and professional support, don’t forget to showcase your communication skills. Use clear and concise language in your application, and maybe even share an example of how you've helped a non-technical user in the past. We love a good story!
Be Honest About Your Experience:If you’ve got experience with ticketing systems, SharePoint, or even MacOS, make sure to mention it! We appreciate honesty and want to know what you can bring to the table. If you’re still learning, that’s cool too—just let us know your willingness to grow!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our team there. Let’s get started on this journey together!
How to prepare for a job interview at Church in Wales
✨Know Your Tech Inside Out
Make sure you brush up on your IT support skills, especially around Windows and Microsoft 365. Be ready to discuss common issues you've resolved in the past and how you approached them. This will show that you’re not just familiar with the tech but also confident in your problem-solving abilities.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent customer service, think of examples where you've gone above and beyond for users. Prepare to share stories that highlight your patience and ability to communicate clearly with non-technical users. This will demonstrate your commitment to user experience.
✨Be Ready to Discuss Flexibility
Given the nature of the job, be prepared to talk about your flexibility regarding working hours and travel. Think about how you can manage multiple requests while still delivering top-notch support. Showing that you can adapt to changing needs will be a big plus.
✨Emphasise Your Team Spirit
This role involves working as part of a regional IT support team, so it’s important to convey your ability to collaborate effectively. Share examples of how you’ve worked well in a team setting, especially in high-pressure situations. This will help illustrate that you’re not just a lone wolf but a team player who contributes to a positive work environment.
