Helpdesk Advisor

An excellent opportunity has arisen for an Inbound Customer Support / Helpdesk Advisor within this global outsourcing provider who deliver customer care, sales, technical support, and collections services through a wide network of contact centres. They operate across Europe, North and South America, Asia, and North Africa. In the UK, they are based in the north-east area of Leeds, West Yorkshire.

About the role  
The primary purpose of the Inbound Customer Support / Helpdesk Advisor is to provide telephone customer service to users of software used within the healthcare sector. This will involve:

• Correctly identifying if the customer is the authorised caller and apply core categorisation to any of their issues Assisting the customers with their queries may be required to help with a first-time resolution or directing them to the training materials within the software
• Undertaking real-time account administration via an automated dialler system and bespoke database

Responsibilities:

• Maintain comprehensive notes of all customer discussions within the call log in line with current procedures
• Resolving issues raised by customers promptly
• Identify third-party issues e.g. integration issues with the software
• Handle inbound calls via the automated Dialler system
• Process data concerning account management, which implies understanding, decision-making, analysis, and good communication skills
• Active participation in all aspects of training and self-accountability for personal development and objectives
• Ensure that all company policies and processes are followed at all times, to guarantee accurate, objective, and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions where applicable
• Collect Minimum Data Set whilst speaking to the user, to be able to send all the information to an external team, in case the call is categorised as an "Incident"
• Additional responsibilities may be added as the needs of the business change and expand

About the hours & rewards
The role of Inbound Customer Support / Helpdesk Advisor is permanent and full time on site, 37 hours per week. Working shifts will be scheduled during the operational hours of 8:30am – 5:15pm, Monday to Friday.   There is a salary on offer of £24,825 per annum and benefits include:

• Bonus potential of up to £1200 per annum (£100 per month for 100% attendance, T&C apply)
• 25 days paid holiday plus paid bank holidays
• Long Service Awards that include an additional day of holiday (starting at 5 year mark)
• Free on-site secure parking
• Good location close to local amenities and bus services
• Eye test vouchers
• Employee Assistance Programme (Wellbeing Helpline & Resources)

About you
To be successful for the role of Inbound Customer Support / Helpdesk Advisor, you must have/be:

• A confident telephone manner with excellent communication skills
• Previous experience using different systems/software
• Experience of working in a call centre or similar environment
• A background in a customer-facing role with customer service experience
• Worked in a performance-driven environment
• Good interpersonal skills (both written and oral)
• Able to take ownership of quality, competence and results
• A positive and friendly attitude towards customers and colleagues
• Receptive to feedback and change
• The ability to work well under pressure
• Attention to detail
• Service orientated and proactive
• Highly flexible and welcomes change/improvements

How to Apply
Please note that eRecruitSmart is advertising the role of Inbound Customer Support / Helpdesk Advisor on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.

You must reside in and have eligibility to work in the UK.   Please note, only suitable applicants will be contacted.  If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you.