At a Glance
- Tasks: Help customers solve tech issues and navigate our platform with ease.
- Company: Join InfoTrack, a leading tech provider in the conveyancing industry.
- Benefits: Enjoy 25 days leave, flexible working, private health insurance, and fun team events.
- Other info: Great career progression opportunities and a supportive team culture await you.
- Why this job: Make a real difference by delivering outstanding customer service every day.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
The predicted salary is between 25185 - 28000 £ per year.
Do you enjoy helping customers solve problems and get the most out of technology? Do you thrive in a fast-paced environment where no two days are the same? InfoTrack’s Helpdesk Consultants are client-centric, tech-savvy, and genuinely passionate about delivering outstanding customer service. If this sounds like you, you could be a great fit for our team.
As a Helpdesk Consultant, you’ll be the first point of contact for InfoTrack clients, supporting them with navigating our platform, troubleshooting issues, and resolving queries. You’ll take pride in helping customers achieve successful outcomes while delivering a high standard of service and building strong, lasting relationships.
About InfoTrack: InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes. As our market share continues to grow, so does the demand for exceptional support. That’s why we’re expanding our Helpdesk team to ensure we continue delivering the high standards our customers expect.
What you’ll be doing: In this role, you will:
- Respond to customer queries and issues via email, phone, and self-service channels
- Deliver timely and accurate customer service on a day-to-day basis
- Work to defined customer service standards
- Identify and champion opportunities to improve customer support
- Share customer feedback with your line manager
- Maintain clear and ongoing communication with customers regarding updates provided by other teams
What we're looking for:
Essential:- Excellent written and verbal communication skills
- Ability to prioritise and multitask across issues
- Understanding of SMART goals/objectives and KPIs
- Ability to follow processes and procedures accurately and consistently
- High attention to detail
- Strong problem-solving, analytical, and diagnostic skills
- Experience working with a software or SaaS provider
- Exposure to the legal tech or conveyancing sector
- Experience using ticketing systems
Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.
Our Helpdesk Consultants earn a salary of £27,000, with annual performance reviews that provide a clear pathway for career development and salary progression.
At InfoTrack, we believe in rewarding our people and creating a positive workplace culture. You’ll benefit from:
- 25 days annual leave, plus bank holidays
- Flexible working options, including hybrid working and flexitime after probation
- Private health insurance, including dental, optical and hearing cashback
- 24/7 health advice line and access to virtual GP appointments
- In-house barista: enjoy freshly brewed drinks throughout the day
- Office snacks, including fruit and refreshments
- Regular team breakfasts and lunches
- Recognition awards: £100 spot prizes for going above and beyond
- “Work From Anywhere” weeks: work remotely from a location of your choice
- Referral bonus: earn up to £2,000 for successful referrals
- Regular social events including summer and Christmas parties, hikes, pub quizzes and more
If you’re looking to build your career in a varied and interesting support role while working with modern technology and a supportive team, we’d love to hear from you.
If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at careers@infotrack.co.uk.
Customer Helpdesk Consultant in London employer: InfoTrack UK
InfoTrack UK is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a competitive salary and benefits such as private health insurance and generous annual leave, this hybrid role allows you to thrive while contributing to a market-leading provider that is transforming the legal sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Helpdesk Consultant in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InfoTrack UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InfoTrack UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Helpdesk Consultant in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InfoTrack UK:Your cover letter is your chance to shine! Tell us why you want to work at InfoTrack UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InfoTrack UK!
How to prepare for a job interview at InfoTrack UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
