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 flexible hybrid working.
- Other info: Gain valuable experience with award-winning training and development opportunities.
- 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.
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.
At SSP, we value diversity and are committed to building a team that reflects a range of backgrounds, skills and perspectives.
Helpdesk Executive in London 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 hybrid working model, extensive health and wellbeing support, and award-winning training programmes, we ensure our employees have the tools they need to thrive. Our inclusive culture and commitment to diversity make SSP a rewarding place to build your career while enjoying employee discounts across over 400 locations.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Executive in London
✨Tip Number 1
Get to know the company inside out! Research SSP and understand their values, mission, and the specifics of the Helpdesk Executive role. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since this role requires great telephonic skills, try role-playing with a friend or family member. This will help you feel more confident when answering calls and resolving queries on the spot.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the company culture and even lead to referrals, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining SSP. Good luck!
We think you need these skills to ace Helpdesk Executive in London
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, emphasise your communication skills in your application. Share examples of how you've effectively resolved issues or handled customer complaints in the past.
Highlight Your Problem-Solving Abilities:We want to see how you tackle challenges! Include specific instances where you've successfully resolved difficult situations or improved processes, especially under pressure.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at SSP UK & Ireland
✨Know Your Stuff
Make sure you have a solid understanding of the helpdesk operations and the specific SLAs mentioned in the job description. Brush up on your knowledge of customer service policies and how to handle complaints effectively, as this will show that you're prepared and serious about the role.
✨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 issues or communicated with stakeholders in the past. This will demonstrate your ability to handle calls and queries with confidence.
✨Be Ready for Pressure
The job mentions working under pressure, so think of scenarios where you've had to manage tight deadlines or difficult situations. Be ready to discuss how you maintained your composure and delivered results, as this will highlight your 'can do' attitude.
✨Familiarise Yourself with Tools
Get comfortable with Excel and any operational systems mentioned in the job description. If you can, try to learn about social media management tools too, as you'll be monitoring those accounts. Showing that you're tech-savvy will give you an edge in the interview.
