At a Glance
- Tasks: Provide first line IT support and resolve incidents for users across the business.
- Company: Join a feel-good fashion brand with over 55 years of making style accessible.
- Benefits: Enjoy 40% staff discount, healthcare options, and extra leave on your birthday.
- Other info: Flexible working patterns available; we celebrate your unique contributions.
- Why this job: Be part of a diverse team that values inclusion and offers growth opportunities.
- Qualifications: Experience in IT or customer service, with knowledge of Microsoft applications preferred.
The predicted salary is between 24000 - 36000 £ per year.
First Line Support Analyst (Weymouth Office)
Weymouth, UK Req #2618
16 July 2025
We’re the fe el-good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.
By living our values - we play to win, customer obsessed, we are one and it startswith me - we deliver That New Look Feeling for our customers and each other.
THE ROLE
- You will be responsible for delivering 1st line IT support to all users across the business, providing excellent customer service.
- First Line Support is about reacting quickly and positively to incoming incidents and service requests, aiming to resolve issues and complete customer requests at first point of contact.
- Shift work, weekend and bank holiday working required on a rota basis.
WHATS IN IT FOR YOU
- 40% staff discount plus friends & family discounts throughout the year
- Access to our reward platform for external discount and offers
- Profit related bonus scheme
- Option to join our Healthcare Private Medical Scheme
- Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
- All employees are covered by our life assurance policy from day one
- Unlock extra leave with our buy more holiday scheme.
- Celebrate YOU! Enjoy an extra paid day off on your birthday each year
- Enhanced maternity, paternity and adoption leave, and shared parental leave.
- Spread the cost of your commute with interest-free season ticket loans
- Do your bit for the environment and save money with our Cycle2Work scheme
- We\'re proud to partner with the Retail Trust and Fashion & Textile Children\'s Trust
WHAT YOU’LL BE DOING
- Triage and resolve incidents from all areas of the business at first point of contact
- Own the incidents with the aim of not referring calls to second line support unless necessary
- Consulting with other teams to resolve incidents & increase the first-time fix rate of the team.
- Maintain an effective working knowledge of incident resolution across all areas to maximise customer service and call resolution
- Escalate high priority incidents to both internal and external teams, in line with New Look’s incident management processes
- Taking end-to-end ownership of incidents & service requests, ensuring accurate and timely updates are maintained in our service management tool for customers to view
- Processing requests for access in a timely manner
- Assisting in the investigation and resolution of issues relating to system access
- Have a reasonable understanding of IT security so that you can advise customers around any issues they raise and escalate as necessary to the IT security team
- Complete all mandatory training as a minimum to ensure you have the right knowledge and skills and look to enhance your own experience
WHO YOU ARE
- Experience of working in IT and/or a customer service environment & an inquisitive nature!
- A good working understanding of Microsoft applications – Outlook, Excel, Word and PowerPoint
- Some knowledge of troubleshooting with hardware, software and networking
- Knowledge of ITIL would be an advantage but not essential
Why New Look?
We care about you and the planet and believe fashion should be a force for positive change . We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.
We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.
We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we\'re keen to discuss this with you in line with the output needed for the role.
Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth applicationprocess
- Job Family AIT020 - Website Administration
First Line Support Analyst (Weymouth Office) employer: New Look Group
At New Look, we pride ourselves on being an excellent employer, offering a vibrant work culture that values inclusion and diversity. Our Weymouth office provides First Line Support Analysts with extensive employee growth opportunities, including training and development to help you reach your full potential. With generous benefits such as a 40% staff discount, private healthcare options, and a commitment to work-life balance, we ensure that our team members feel valued and supported in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Analyst (Weymouth Office)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at New Look Group. 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 New Look Group 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 First Line Support Analyst (Weymouth Office)
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 New Look Group:Your cover letter is your chance to shine! Tell us why you want to work at New Look Group 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 New Look Group!
How to prepare for a job interview at New Look Group
✨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.
