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- Tasks: Support clients by managing calls and ensuring timely responses during out-of-hours shifts.
- Company: Join Record UK, a forward-thinking company focused on growth and employee empowerment.
- Benefits: Enjoy remote work, life assurance, enhanced sick pay, and access to extensive training resources.
- Why this job: Be part of a dynamic team that values communication and problem-solving in a fast-paced environment.
- Qualifications: Strong organisational and communication skills, with the ability to prioritise and make quick decisions.
- Other info: Work from home with occasional office training; flexible hours averaging 21.5 per week.
The predicted salary is between 24000 - 36000 £ per year.
Job Description
This is a home-based role reporting to the Helpdesk Team Leader. This role will consist of working to a rotational shift pattern, covering evening, weekend and on-call work. When doing the evening shift, the requirement would be that from 16:00 to 23:00, the mailbox would be monitored and then from 23:00 to 07:00, you would be on-call to answer any emergency calls that come through.
The main requirement of the role is to ensure all calls during out-of-hours are attended and completed within the client\’s specified SLAs and to provide updates as required.
Key Responsibilities and Accountabilities:
• Log all calls from clients on internal system and arrange labour to ensure job completion within the required timescales
•Ability to work under pressure positively to achieve response times for reactive works
• Customer communication, proactive customer updates and incoming call handling
• Efficient route planning of the call out engineers and ensure nearest engineer is allocated to reduce travel time.
•To provide technical support to customer where possible to prevent the need for emergency call out.
• Ensure Service Director and Client specific web sites are updated and in line with SLA’s
• Contribute to ISO Business Management systems.
Essential criteria
• Good organisational skills
• Excellent communication skills
• Speed of thought, prioritisation and decision making skills
• Good problem solving skills
• Sense of urgency to work in a fast-paced environment
•Ability to work in a fast-paced environment
Benefits of Working at Record
If you are successful, you will join a forward-thinking organisation that is always striving to do better, adopting an empowering working environment that allows you the opportunity to grow and develop in your role and beyond.
As a Real Living Wage employer, you can expect to receive the following benefits when you work at Record UK:
•Life assurance scheme.
• Enhanced sick pay.
•Annual salary review scheme.
•Access to an online employee benefits portal.
•Access to an extensive online training portal.
•Access to an Employee Assistance Program.
Additional Information
This role will primarily allow for working from home; however, training will take place at our head office, and occasional days at the office will be required thereafter.
•Hours: Average of 21.5 hours per week.
•Holidays: 33 days (pro rata based on part-time hours)
•Salary: Negotiable – dependent on experience.
•Location: Remote working from home.
•Office Location: Record UK Office, Unit D, 9 Watt Place, Hamilton International Park, Blantyre, G72 0AH
To apply, please send your CV and covering letter to recruitment@recorduk.co.uk with the subject heading ‘OOH Helpdesk Advisor’.
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Out of Hours Helpdesk Advisor employer: record uk ltd
Contact Detail:
record uk ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of Hours Helpdesk Advisor
✨Tip Number 1
Familiarise yourself with the company's services and SLAs. Understanding their expectations will help you demonstrate your ability to meet these requirements during the interview.
✨Tip Number 2
Highlight your experience in customer service roles, especially in fast-paced environments. Be ready to share specific examples of how you've handled pressure and prioritised tasks effectively.
✨Tip Number 3
Prepare for situational questions that assess your problem-solving skills. Think of scenarios where you successfully resolved issues or improved processes, as this will showcase your capability to provide technical support.
✨Tip Number 4
Demonstrate your organisational skills by discussing how you manage your time and workload, especially when working remotely. This is crucial for a role that requires monitoring calls and responding promptly.
We think you need these skills to ace Out of Hours Helpdesk Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of an Out of Hours Helpdesk Advisor. Emphasise your organisational skills, communication abilities, and any previous experience in customer service or technical support.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you meet the essential criteria, such as your ability to work under pressure and your problem-solving skills.
Highlight Availability: Since this role involves working rotational shifts, clearly state your availability in your application. This shows your willingness to adapt to the required schedule and helps the employer understand your fit for the position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at record uk ltd
✨Showcase Your Communication Skills
As an Out of Hours Helpdesk Advisor, excellent communication is key. Be prepared to demonstrate your ability to communicate clearly and effectively, especially in high-pressure situations. Use examples from past experiences where you successfully handled customer queries or resolved issues.
✨Demonstrate Problem-Solving Abilities
This role requires quick thinking and effective problem-solving skills. During the interview, be ready to discuss specific instances where you identified a problem and implemented a solution. Highlight your ability to work under pressure and make decisions swiftly.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is crucial for this position. Research what SLAs are relevant to the company and be prepared to discuss how you would ensure compliance with them during your shift. This shows that you are proactive and understand the importance of meeting client expectations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle emergency calls and manage multiple tasks. Practice responding to hypothetical situations related to call handling and prioritisation. This will help you convey your readiness for the fast-paced environment of the role.