At a Glance
- Tasks: Provide top-notch helpdesk support and resolve customer queries efficiently.
- Company: Join a dynamic team at SSP, a leader in customer service.
- Benefits: Enjoy employee discounts, flexible working, and award-winning training.
- Other info: Great opportunities for career growth and development await you.
- Why this job: Be part of a diverse workplace and make a real impact on customer satisfaction.
- Qualifications: Strong communication skills and a proactive attitude are essential.
The predicted salary is between 25000 - 30000 £ per year.
The provision of a ‘one stop shop’ operational advisory support service to units, managing key operational issues working within a set of agreed SLA’s. To support our multi-channel SSP Customer Support centre ensuring timely resolution to all SSP Customer interactions both internal & external whilst working with a set of agreed SLA’s. Ensure the daily, weekly and monthly reporting of customer care and helpdesk team are sent in a timely manner.
What you'll be doing:
- Carries out day to day helpdesk duties including answering calls, logging queries and resolving issues within agreed timescales.
- Customer complaints are dealt with in line with our customer service policy, working with key stakeholders to ensure complaints are resolved in line with our SLA’s.
- Provides supporting reports whilst highlighting trends for wider business use.
- Maintain all reporting logs including refunds queries log to make sure that data is accurate at all times.
- Utilise agreed escalation processes, liaising with key stakeholders to facilitate timely solutions.
- Support the operational management of the workload planner and schedule communications to make sure that operations teams are fully aligned with updates, communications and workload plans.
- Provide OOH/weekend support when required.
- Monitor and respond to social media account for the whole business.
- Manage and support queries raised with operations helpdesk via Xurrent.
- Manage SharePoint approvals, create comms, coordinate and send teams invites to operations, monitor weather and travel updates on a daily basis and post comms, create and manage surveys.
- Ensure support function teams follow the communications process.
- Responsible for the operational workload and event planner.
To be successful in this role you will need:
- Sound knowledge of Unit Operations.
- High level of impact and influence with peer group and above as required.
- Great communicator at all levels with good telephonic skills.
- Ability to work at pace and under pressure and in difficult situations.
- Has a ‘can do’ approach and is a self-starter.
- Good understanding of excel and operational systems.
- Great understanding of social media.
- Good multi brand knowledge/experience.
- Working knowledge of head office functions.
- Excellent communicator at all levels.
- Has a ‘will do’ approach and is highly self-motivated.
- Has experience of dealing with difficult situations and bringing them to a successful resolution.
- Will deliver to tight timescales.
Why Join Us:
- Employee Discounts across our brands (over 400 locations).
- Friends and Family Discount App.
- Award-winning training, apprenticeships and development programmes.
- Hybrid working model with flexibility for work–life balance.
- Inclusive and diverse workplace with employee networks and communities.
Ready to start the best part of your journey? Join us at SSP and play a key role in shaping the financial performance of our Rail Gourmet business — where your insight, collaboration, and ownership will help drive our success across the UK and beyond. At SSP, we value diversity and are committed to building a team that reflects a range of backgrounds, skills and perspectives.
Helpdesk Executive employer: SSP Deutschland GmbH
At SSP, we pride ourselves on being an excellent employer, offering a dynamic work environment that fosters growth and development for our Helpdesk Executives. With a hybrid working model, employee discounts across over 400 locations, and award-winning training programmes, we ensure our team members have the support they need to thrive. Our inclusive culture values diversity and encourages collaboration, making it a rewarding place to build your career in the heart of the UK's vibrant rail industry.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Executive
✨Tip Number 1
Network like a pro! Reach out to friends, family, and former colleagues who might have connections in the industry. A personal recommendation can go a long way in landing that helpdesk executive role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and operational support. We suggest role-playing with a mate to get comfortable with your responses and showcase your 'can do' attitude.
✨Tip Number 3
Show off your skills! Bring examples of how you've resolved difficult situations or improved processes in previous roles. This will demonstrate your ability to work under pressure and deliver results within tight timescales.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll be part of a diverse team that values your unique background and skills.
We think you need these skills to ace Helpdesk Executive
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience for the Helpdesk Executive role. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Communication Skills:Since this role involves a lot of interaction, be sure to demonstrate your communication skills in your application. Whether it's through clear writing or examples of past experiences, let us see how you can connect with others.
Highlight Problem-Solving Abilities:We want to know how you handle tricky situations! Include examples in your application where you've successfully resolved issues or complaints, especially under pressure. This will show us your 'can do' attitude.
Apply Through Our Website:For the best chance of getting noticed, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at SSP Deutschland GmbH
✨Know Your Stuff
Make sure you brush up on your knowledge of unit operations and the specific systems mentioned in the job description. Being able to discuss these confidently will show that you're serious about the role and understand what it entails.
✨Show Off Your Communication Skills
Since this role requires great communication at all levels, practice articulating your thoughts clearly. You might want to prepare examples of how you've successfully resolved customer complaints or handled difficult situations in the past.
✨Be Ready for Pressure
This job involves working at pace and under pressure, so be prepared to discuss how you manage stress and tight deadlines. Think of specific instances where you've thrived in challenging situations and share those stories.
✨Demonstrate Your 'Can Do' Attitude
Employers love a self-starter! Be ready to talk about times when you've taken initiative or gone above and beyond in your previous roles. This will highlight your proactive approach and willingness to contribute positively to the team.
