At a Glance
- Tasks: Manage and optimise our customer support technology, ensuring smooth operations for our teams.
- Company: Join South Western Railway, a leading transport provider connecting communities across the South West.
- Benefits: Enjoy free travel on SWR services, discounts, and a great pension scheme.
- Other info: We celebrate diversity and offer a supportive environment for all.
- Why this job: Be a key player in enhancing customer experiences through innovative tech solutions.
- Qualifications: Experience with Zendesk and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Who are we? South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight. Join our team and help us continue to bring people together to get the most out of life. South Western Railway (SWR) is committed to creating a welcoming and inclusive workplace. We value diverse perspectives and encourage individuals from all backgrounds to apply.
About the job You’ll play a pivotal role at the heart of our Customer Contact operation, acting as the key systems specialist for the technology that keeps our service running smoothly. As the primary owner of our new Customer Interaction Management platform, Zendesk, you’ll ensure the technology behind our frontline teams is optimised, reliable, and continuously evolving to meet the needs of our customers and colleagues. Working closely with the Business Technical and Performance Manager, you’ll take responsibility for the day to day management, configuration, and enhancement of Zendesk—translating operational requirements into smart, scalable system solutions. Your expertise will also extend across our wider range of customer-facing technologies, including telephony, Key IVR and Edge Tier, making you a key enabler of seamless customer journeys.
This is a role for someone who thrives in both customer operations and technical system ownership, bringing the two together to drive effective, well-supported service delivery—a proactive problem solver who enjoys improving processes, shaping system design, and supporting the rollout of new tools and upgrades. If you’re motivated by impact, collaboration, and continuous improvement, you’ll feel right at home here.
Your main responsibilities will be:
- Day to day operational responsibilities ensuring the Zendesk system is available for use by Customer Contact.
- Assist with developing comprehensive business continuity plans for the technical infrastructure used by Customer Contact.
- Work with other SWR departments to ensure the systems Customer Contact are available.
- Be the first point of contact for day to day issues with the Zendesk system.
- Work with suppliers to ensure system faults are identified and resolved within minimal impact to operational performance or data stream integrity.
- Identify system process obstacles and report these so SWR can challenge suppliers to improve and embrace user feedback in shaping future methods of working.
- Provide support with User Acceptance Testing of changes to Zendesk or other system developments.
- Provide support to Management in managing changes and the provision of design work for system changes and working with suppliers to create specifications.
- Help the operations team maintain the development of their knowledge and skillset with Zendesk and other systems for best practice.
- Support other team members in the support of operational systems and support roles such as WFM and QMS.
- Support when required review of contact centre processes to help challenge and change to ensure the right outcomes are obtained.
Essential requirements:
- Technical IT / Business experience
- Zendesk Operational & Support experience
- Critical thinking ability
- Strong problem solving capacity
- High level written and verbal communication skills
- Project management skills
- Ability to work under pressure and to tight deadlines.
- Ability to work effectively with various levels of Management/Team Leaders/Duty Managers
Working pattern: Working an average of 37 hours per week over 5 days. Mainly office hours. Monday to Friday, with an expectation to work flexibly across a 7 day week operational Contact Centre.
Reward: In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees
- Free leisure travel for spouse/partner and dependants (criteria dependent)
- 75% discount on many other train operating companies
- Full training and support with development
- Excellent pension scheme
We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive. If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, we encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
Customer Service Technical Systems Support in Southampton employer: Job Search Place Limited
South Western Railway (SWR) is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. With a commitment to inclusivity and employee development, SWR provides comprehensive training, a competitive salary, and generous benefits such as free travel on services for employees and their families. Join us in a role that not only supports our customer service operations but also allows you to make a meaningful impact in connecting communities across South West London and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Technical Systems Support in Southampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Service Technical Systems Support in Southampton
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
