Helpdesk Customer Advisor (Part-time)

As a Helpdesk Customer Advisor at Network Rail, you will be at the forefront of our mission to provide unparalleled customer support to both our internal and external Shared Services customers., Your Day To Day Responsibilities:

• Responsible for operating high volume query management system answering telephone, email and chat queries in relation to payroll, recruitment and accounts payables


• Keep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements.


• Ability to thrive in a busy, customer orientated environment, enjoying the challenges and rewards involved in dealing with hundreds of different customers delivering a right first time levels of service.


• As the voice of NR shared services, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand.


• Develop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements.


• Support the Network Rail better day every day initiative by highlighting areas of potential improvement at the daily / weekly focus groups.


• Play your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Work with others to support a culture of operational responsibility where individuals take personal ownership for delivery.
  
  Customer-Focused: A passion for delivering outstanding customer service and a commitment to resolving issues promptly and professionally.


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• Tech-Savvy: Confidence in navigating around multiple systems to find solutions quickly.


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• Payroll Pro: Prior experience in payroll, with the ability to manage payroll-related queries efficiently.


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• Attention to Detail: Meticulous approach to ensure compliance with all relevant policies and regulations.


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• Excellent Communicator: Strong verbal and written communication skills to interact effectively with a wide range of stakeholders., Exceptional listening skills


• Professional telephone manner


• Able to demonstrable excellent customer service skills


• Experience of managing difficult conversations to a positive outcome


• Able to demonstrate the ability to influence stakeholders positively


• Excellent communication skills


Nice to have but no essential:

• Occupational knowledge of shared services


• Educated to degree level or equivalent


• ORACLE eBusiness Suite experience
  
  Our helpdesks are open from 8am – 6pm Monday to Friday, and every fortnight until 8pm. We operate a rota within these times therefore you can expect to work until 8pm 1 in 4 times., A huge 75% discount on leisure travel on most Train services throughout Great Britain


• A huge 75% discount on commuter on train travel in addition to leisure travel


• Regular 1-1s with your manager discussing your development


• Access to apply for further study


• A laptop to call your own for the duration of your employment


• A range of enhanced pension schemes


• Shopping discounts/ Cycle to work schemes/ gym memberships and much more!