At a Glance
- Tasks: Provide top-notch telephone support to healthcare software users and resolve their queries.
- Company: Join a global outsourcing provider with a strong presence across multiple continents.
- Benefits: Enjoy 25 days holiday, bonus potential, and free on-site parking.
- Other info: Full-time role with shifts from Monday to Friday, based in Leeds.
- Why this job: Be part of a supportive team in a dynamic environment that values personal development.
- Qualifications: Confident communicator with customer service experience and a positive attitude.
The predicted salary is between 19800 - 19800 £ per year.
An excellent opportunity has arisen for an Inbound Customer Support / Helpdesk Advisor within this global outsourcing provider who deliver customer care, sales, technical support, and collections services through a wide network of contact centres. They operate across Europe, North and South America, Asia, and North Africa. In the UK, they are based in the north-east area of Leeds, West Yorkshire.
About the role
The primary purpose of the Inbound Customer Support / Helpdesk Advisor is to provide telephone customer service to users of software used within the healthcare sector. This will involve:
- Correctly identifying if the customer is the authorised caller and apply core categorisation to any of their issues. Assisting the customers with their queries may be required to help with a first-time resolution or directing them to the training materials within the software
- Undertaking real-time account administration via an automated dialler system and bespoke database
Responsibilities:
- Maintain comprehensive notes of all customer discussions within the call log in line with current procedures
- Resolving issues raised by customers promptly
- Identify third-party issues e.g. integration issues with the software
- Handle inbound calls via the automated Dialler system
- Process data concerning account management, which implies understanding, decision-making, analysis, and good communication skills
- Active participation in all aspects of training and self-accountability for personal development and objectives
- Ensure that all company policies and processes are followed at all times, to guarantee accurate, objective, and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions where applicable
- Collect Minimum Data Set whilst speaking to the user, to be able to send all the information to an external team, in case the call is categorised as an \"Incident\"
- Additional responsibilities may be added as the needs of the business change and expand
Hours & rewards
The role of Inbound Customer Support / Helpdesk Advisor is permanent and full time on site, 37 hours per week. Working shifts will be scheduled during the operational hours of 8:30am - 5:15pm, Monday to Friday. There is a salary on offer of £24,825 per annum and benefits include:
- Bonus potential of up to £1200 per annum (£100 per month for 100% attendance, T&C apply)
- 25 days paid holiday plus paid bank holidays
- Long Service Awards that include an additional day of holiday (starting at 5 year mark)
- Free on-site secure parking
- Good location close to local amenities and bus services
- Eye test vouchers
- Employee Assistance Programme (Wellbeing Helpline & Resources)
About you
To be successful for the role of Inbound Customer Support / Helpdesk Advisor, you must have/be:
- A confident telephone manner with excellent communication skills
- Previous experience using different systems/software
- Experience of working in a call centre or similar environment
- A background in a customer-facing role with customer service experience
- Worked in a performance-driven environment
- Good interpersonal skills (both written and oral)
- Able to take ownership of quality, competence and results
- A positive and friendly attitude towards customers and colleagues
- Receptive to feedback and change
- The ability to work well under pressure
- Attention to detail
- Service orientated and proactive
- Highly flexible and welcomes change/improvements
How to Apply
Please note that eRecruitSmart is advertising the role of Inbound Customer Support / Helpdesk Advisor on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.
You must reside in and have eligibility to work in the UK. Please note, only suitable applicants will be contacted. If your address and contact details are not on your CV, you will not be considered.
We look forward to hearing from you.
Helpdesk Advisor in Leeds) employer: ErecruitSmart
Join a dynamic global outsourcing provider based in Leeds, where you will be part of a supportive work culture that prioritises employee well-being and professional growth. With competitive benefits including a bonus potential, generous holiday allowance, and an Employee Assistance Programme, this role as a Helpdesk Advisor offers a rewarding opportunity to make a meaningful impact in the healthcare sector while enjoying a great work-life balance in a convenient location.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Advisor in Leeds)
✨Tip Number 1
Familiarise yourself with the healthcare software that the company uses. Understanding the common issues users face and how to resolve them will give you a significant edge during the interview process.
✨Tip Number 2
Practice your telephone communication skills. Since this role heavily relies on phone interactions, being able to convey information clearly and confidently will help you stand out as a candidate.
✨Tip Number 3
Research the company’s values and customer service philosophy. Being able to align your answers with their mission during the interview can demonstrate your commitment to their standards.
✨Tip Number 4
Prepare examples from your past experiences that showcase your problem-solving skills and ability to handle pressure. This will illustrate your capability to thrive in a performance-driven environment.
We think you need these skills to ace Helpdesk Advisor in Leeds)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and any previous roles in a call centre environment. Emphasise your communication skills and ability to handle customer queries effectively.
Craft a Strong Cover Letter:Write a cover letter that specifically addresses the requirements of the Helpdesk Advisor role. Mention your confidence in handling telephone communications and your proactive approach to problem-solving.
Showcase Relevant Skills:In your application, clearly outline your interpersonal skills, attention to detail, and ability to work under pressure. Provide examples of how you've successfully managed customer interactions in the past.
Follow Application Instructions:Ensure you include all necessary information in your application, such as your address and contact details. Double-check that your CV is up-to-date and formatted correctly before submitting it through our website.
How to prepare for a job interview at ErecruitSmart
✨Showcase Your Communication Skills
As a Helpdesk Advisor, excellent communication is key. During the interview, demonstrate your ability to articulate clearly and listen actively. Practice common customer service scenarios to show how you would handle calls effectively.
✨Familiarise Yourself with the Software
Since the role involves assisting users with software in the healthcare sector, it’s beneficial to have a basic understanding of similar systems. Research the types of software used in this field and be prepared to discuss how you would approach resolving common issues.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare examples from your past experiences where you successfully resolved customer issues or improved processes, highlighting your proactive approach.
✨Emphasise Your Flexibility and Adaptability
The job requires a positive attitude towards change and improvement. Be ready to discuss times when you adapted to new processes or took on additional responsibilities. This will show your potential employer that you are a team player who can thrive in a dynamic environment.
