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, health support, and award-winning training.
- Other info: Flexible hybrid working model for a great work-life balance.
- Why this job: Be part of a diverse workplace and make a real impact.
- Qualifications: Strong communication skills and a proactive attitude are essential.
The predicted salary is between 25000 - 30000 £ per year.
About The Role
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 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.
Essential
- Sound knowledge of Unit Operations.
- High level of impact and influence within the 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.
Desirable
- 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.
- Health & Wellbeing support.
- 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 UK & Ireland
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 strong focus on employee wellbeing, we provide award-winning training programmes, flexible hybrid working options, and a diverse workplace culture that values every individual's contribution. Join us to enjoy exclusive employee discounts across our brands and be part of a team that is committed to operational excellence and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Executive
✨Tip Number 1
Get to know the company inside out! Research SSP and understand their values, culture, and what they stand for. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Helpdesk Executive, you'll need to be a great communicator. Role-play common scenarios with friends or family to get comfortable with handling calls and resolving issues on the spot.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining SSP and ready to take that next step in your career.
We think you need these skills to ace Helpdesk Executive
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Helpdesk Executive role. Highlight your experience with customer support, operational management, and any relevant skills like Excel or social media knowledge. We want to see how you can fit into our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for us at SSP. Mention specific examples of how you've handled customer queries or resolved issues in the past. Show us your 'can do' attitude!
Be Clear and Concise:When filling out your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, especially when it comes to your experience and skills.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at SSP!
How to prepare for a job interview at SSP UK & Ireland
✨Know Your Stuff
Familiarise yourself with the key operational issues mentioned in the job description. Understand the SLAs and how they impact customer interactions. This will show that you’re not just interested in the role, but that you’re ready to hit the ground running.
✨Show Off Your Communication Skills
Since this role requires great communication at all levels, practice articulating your thoughts clearly. Prepare examples of how you've effectively resolved customer complaints or managed difficult situations in the past. This will demonstrate your ability to handle the pressures of the job.
✨Be Data Savvy
Brush up on your Excel skills and be ready to discuss how you’ve used data in previous roles. Think about how you can highlight trends from reports and how that could benefit the business. Showing that you can manage and interpret data will set you apart.
✨Embrace the 'Can Do' Attitude
Prepare to share instances where you’ve taken initiative or gone above and beyond in your previous roles. This role values a self-starter mentality, so showcasing your proactive approach will resonate well with the interviewers.
