Customer Support Advisor (IT)

At UKSBS we place our customers at the heart of everything we do. So, our Customer Support teams are critical in ensuring we deliver a great experience, each time we interact with our customers. We make customer contact easy, convenient, and transparent for customers to enable a high-quality service to be delivered right first time, through our 'single front door' and appropriate triage. Our service delivery is underpinned by three customer commitments, delivered through our people who empathise and respond to customers in the most effective and appropriate way. We are looking for a motivated individual to join our Customer Support IT Team. Our advisors are at the centre of what we do and the heart of the business. The team are the first point of contact for our customers providing front line (Tier 1) support for any IT queries. Our friendly Customer Support teams are energetic and have a passion for great customer service and are often the first point of contact our customers have with our organisation. We are busy every day answering a variety of queries which could be anything from an enquiry about booking annual leave on our Oracle systems to a broken laptop, and everything in between! Don't worry though, you won't be expected to solve all the queries on your own we will be there to help and support you. Our Customer Support advisors help our clients both on the phone and using remote support tooling, using ServiceNow to track our contacts., We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.

We work full-time hours across a 37-hour week. The phone lines are open from 08:00 - 18:00pm so we operate shifts with start times between 08:00 - 10:00 am and finishing between 16:00 - 18:00pm. Previous experience, especially in IT support, would be of value but what is more important to us is a positive attitude, a real interest in helping our customers and a desire to deliver excellent customer service. To do this role well you will need:

• We are looking for enthusiastic people who have an ability to actively listen, empathise and work with customers to find solutions, with a keen interest in understanding and resolving technical queries
• Having great customer skills means being passionate about interacting with people and enjoying what you do every day
• Work can be varied as we support both the Oracle ERP systems and thousands of Windows laptops so having an ability to learn at pace and absorb new technical information is critical
• Sometimes calls can be complex so you need to be resilient, curious and have a 'can do' attitude. Demonstrable skills in fact finding, analysis and problem diagnosis will really help
• You'll also need to be an excellent communicator and work with colleagues across the business, within Operations, the IT department, and elsewhere
• Good computer literacy, especially technical experience of working with current levels of the Microsoft Office suite, and potentially experience of working with Call logging systems such as ServiceNow/Remedy etc, Active Directory, Azure, Exchange, and other IT system management tooling.
• Maths and English GCSE's grades A-C (or equivalent qualifications) or proven work experience, UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.
  
  We work full time hours across a 37hr week.
In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made.,
• A generous annual leave allowance
• Flexible working and family friendly policies
• Excellent defined benefit pension scheme
• Cycle to work scheme
• Season ticket loans
• Employment Assistance Programme
• Childcare scheme and on-site nursery (at our Swindon office)