Customer Support Assistant

Based at our Nuneaton Office, with hybrid working, your primary responsibility will be to deal with incoming customer queries via phone, email or webchat. You will also assist and support the team for ad hoc projects as expected in a small team. You will cover a wide range of duties and responsibilities including:

• Customer Support Communication: Serve as the point of contact for all LSBUD Support phone calls, emails, and webchat requests. Respond promptly to customer inquiries, ensuring high levels of customer satisfaction. Troubleshoot and resolve customer issues, and forward more complex requests to the appropriate team members for further assistance.
• Request Handling and Troubleshooting: Handle and troubleshoot customer requests, ensuring timely and accurate resolutions. Forward complex issues or requests to the relevant team members for further support or resolution.
• Working with Advanced Services: Collaborate with the Advanced Services team to provide quotes to customers upon request. Ensure quotes are accurate and delivered in a timely manner to users.
• Administrative Support: Perform daily ad-hoc administrative tasks to assist all departments as needed. Support with maintaining customer records, organizing documentation, and other office duties. Willing to support other departments in quieter periods.

This is an exciting opportunity with clear scope for career development and growth, working within a small and friendly team. We are looking for an individual who is highly motivated and has the following attributes:

• At least 1 to 3 years’ experience in a customer support role
• Experience supporting customers through a helpdesk, such as Zendesk via phone/email and webchat.
• Great communication skills
• Passion for helping others; with empathy for customers who do not use technology
• Computer literate with the ability to investigate how something works
• Quick thinker who can solve problems and remain calm when under pressure
• Ability to multitask & prioritise workload
• Willingness to learn and share ideas
• An interest in technology and using it to make people’s lives easier
• Excellent MS Office skills

The ideal candidate will have previous experience in a Customer Support role and be driven by ensuring high levels of customer satisfaction. Full training on all bespoke systems and procedures will be given to the successful applicant.

This role is on a part-time basis (up to 30 hours). The hours will be open to agreement with the successful applicant. Office days are Tuesdays/Wednesdays & Fridays.

In return, we offer a competitive salary, contributory pension under auto-enrolment rules, access to employee benefits platform, free parking and a friendly and collaborative working environment together with good opportunity to develop this role and your skills along the way.

LSBUD is an online service that helps 15,000 works across the country take place more safely every day. It does this by showing where cables and pipes are before works take place. Benefits of using the service include:

• Free to use internet-based search enquiry system to help everyone keep safe
• 24/7 availability
• Online, free to use service open to all users.

The service provides a single point of contact for all enquiries relating to LSBUD Members’ assets, including electricity networks, gas networks, oil pipelines, water networks and fibre optic networks.

It’s simple really, we are passionate about what we do, and we want you to be driven to succeed with us. For this to happen, you need to feel supported and included which is why we’re proud to be an Equal Opportunities Employer.