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For Companies At a Glance
- Tasks: Provide top-notch customer service for payroll and recruitment queries.
- Company: Join Network Rail, a leader in shared services with a commitment to excellence.
- Benefits: Enjoy a vibrant work culture and opportunities for personal growth.
- Why this job: Be the voice of our brand and make a real impact on customer experience.
- Qualifications: Exceptional listening and communication skills are essential; experience in customer service is a plus.
- Other info: Embrace an inclusive culture where your ideas for improvement are valued.
The predicted salary is between 28800 - 43200 £ per year.
Deliver a right first time customer service to a range of internal and external Network Rail Shared Services customers in accordance with statutory, regulatory, contractual, customs & excise and group policy and regulations.
Key Accountabilities
- Responsible for operating high volume query management system answering queries in relation to payroll, recruitment, payables and personal protective equipment.
- Keep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements.
- Ability to thrive in a busy, customer orientated environment, enjoying the challenges and rewards involved in dealing with hundreds of different customers delivering a right first time levels of service.
- As the voice of NR shared services you’ll always provide an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand.
- Develop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements.
- Support the Network Rail better day every day initiative by highlighting areas of potential improvement at the daily / weekly focus groups.
- Play your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Work with others to support a culture of operational responsibility where individuals take personal ownership for delivery.
Job Skills, Experience and Qualifications
Essential
- Exceptional listening skills
- Professional telephone manner
- Able to demonstrable excellent customer service skills
- Experience of managing difficult conversations to a positive outcome
- Able to demonstrate the ability to influence stakeholders positively
- Excellent communication skills
Desirable
- Occupational knowledge of shared services
- ORACLE eBusiness Suite experience
Service Desk Analyst employer: Coyle Personnel
Contact Detail:
Coyle Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Service Desk Analyst. Understanding the nuances of query management systems and customer service expectations will help you stand out during interviews.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios with friends or family can help you develop a calm and professional telephone manner that is essential for this role.
✨Tip Number 3
Research Network Rail's shared services and their customer-centric culture. Being able to discuss how you can contribute to their initiatives, like the 'better day every day' programme, will show your genuine interest in the company.
✨Tip Number 4
Network with current or former employees of Network Rail on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information to tailor your approach and demonstrate your enthusiasm for the role.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your exceptional listening skills, professional telephone manner, and customer service experience. Use specific examples that demonstrate your ability to manage difficult conversations and influence stakeholders positively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Service Desk Analyst role. Mention how your skills align with the job description, particularly your experience in a busy, customer-oriented environment and your commitment to delivering a right first time service.
Showcase Relevant Experience: If you have experience with shared services or ORACLE eBusiness Suite, be sure to include this in your application. Highlight any specific achievements or projects that demonstrate your capability in these areas.
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 are crucial for a Service Desk Analyst.
How to prepare for a job interview at Coyle Personnel
✨Showcase Your Customer Service Skills
Make sure to highlight your exceptional customer service skills during the interview. Share specific examples of how you've successfully managed difficult conversations and turned them into positive outcomes.
✨Demonstrate Active Listening
Since exceptional listening skills are essential for this role, practice active listening techniques. During the interview, show that you can listen carefully and respond thoughtfully to questions, demonstrating your ability to understand customer needs.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities in a busy, customer-oriented environment. Prepare by thinking of past experiences where you had to manage high volumes of queries and how you kept customers informed throughout the process.
✨Emphasise Team Collaboration
Highlight your ability to work collaboratively with internal teams and stakeholders. Discuss how you have previously contributed to a customer-centric culture and how you can help improve relations within the team at Network Rail Shared Services.
