ABOUT YOU

Technical Specification:
§ Proven knowledge and understanding of relevant industry standards and KPI’s aligned with delivery first class customer experience support
§ Experience within the IT industry desirable, but not essential
§ Proven and demonstrable customer services experiences in a business to business or commercial setting
§ Excellent interpersonal and communication skills (written and verbal)
§ Adept at working to tight deadlines.
§ Proficient in Microsoft packages (particularly Word and Excel)
§ Experience of using Freshdesk desirable, but not essential
§ We use Morse our bespoke ERP system, experience of working within an ERP structure desirable, but not essential
§ SC clearance is a mandatory requirement of the role, as is a standard DBS check.
Personal Specification:
§ Self-motivated, positive, and proactive attitude and a great team player
§ Excellent accuracy and high attention to detail
§ Excellent planning and administrative skills with the ability to work under pressure
§ Ability to multitask across multiple platforms and systems
§ Ability to use initiative and problem solve.
§ Has passion and ability to grow product awareness.
Shift Pattern
This is an office-based role, primarily as part of onboarding, before moving to a hybrid based role, working 3 days a week in our offices at Glaisdale Parkway, Bilborough, Nottingham.
Once office based training has been completed to a competent standard, this is a hybrid role 3 days office 2-days home working, and the shift patterns are 8am-4:30pm, 9am–5:30pm and 09:30am–6:00pm.
A 6am–2pm shift is only offered after completion of probation and successful completion of security clearances.

ABOUT US

Here at Agilitas, we have a wide array of employee benefits, schemes, and initiatives to help develop and further our employee career journey. See for yourself from the categories below.

Financial

• Entry into our NEST Pension scheme
• Death in Service (2 x salary)
• Access to 1000s of Retailer Discounts
• Part of the Living Wage Movement
• Employee Referral Scheme
• 25 days annual leave plus Bank Holidays
• 1 day non contractual birthday holiday. Subject to meeting criteria
• Ability to purchase 10 days additional annual leave subject to meeting criteria

Health

• Cycle to Work Scheme (following successful completion of 6-month probationary period)
• Discount to Glaisdale Parkway Gym
• Contribution to Everyday Healthcare & Complementary Therapies
• 24/7 Access to Virtual GP
• Access to Mental Health First Aiders
• Menopause Pledge Supporters

Recognition & Career Support

• VIP Scheme
• Invitations to Award Ceremonies & Partner Events
• Regular One-to-Ones to discuss Career Progression
• Formal appraisal / information personal development discussions
• Employee workshops & training programmes

Working Environment

• Friendly & Helpful Colleagues
• Regular Away Days & Social Events
• We are dedicated to Equality, Diversity & Inclusion
• Committed to our ESG platform including supporting our community and charitable support via volunteering and other activities

QUALIFICATIONS

• Complaint handling
  Job Types: Full-time, Permanent
  Pay: Up to £26,150.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay
• Store discount
• Work from home

Schedule:

• Monday to Friday
• Overtime
• Weekend availability

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 2 years (required)

Work Location: In person
Reference ID: CST MARCH 202

Purpose Our Customer Support Team is at the heart of the first line of our business-to-business service that helps to drive our voice of the customer approach which is key to how we do things here at Agilitas. You will be liaising with internal departments, including inventory/logistics to deliver a world class experience to our very diverse customer base. You will work as the primary interface between Agilitas and our customers with the aim of delivering the highest levels of customer service to meet our contractual service level agreements as well as commercial and satisfaction targets.
Working Relations:
Responsible for monitoring and progressing all orders in line with contracted requirements which come into customer services through a variety of channels including internal and external systems, email, and telephone. You’ll work as part of our customer services department on various contracts in partnership with both internal stakeholders and external 3rd party suppliers including engineers, couriers and suppliers supporting our delivery excellence ethos.
The Customer Support Team, work from Monday to Friday on a rotating shift pattern, so some public holiday working will be required.
Responsibilities:
§ To manage the end-to-end customer support experience within agreed SLAs and KPIs
§ To follow standard documented processes and procedures as required
§ To record all customer interaction within company systems
§ To use the relevant IT tools as provided and required
§ Take ownership of operational customer issues through to full resolution within agreed customer service level agreements and KPIs.
§ Adhere to agreed levels within the escalation process, seeing through to satisfactory completion as required
§ Demonstrate a strong and clear understanding of contractual obligations for each customer.
§ Build strong working relationships with contractual customers and internal/external stakeholders.
§ Complete essential administrative tasks associated with the role within the agreed timescales.
§ Any other duties commensurate with the nature and scope of this role as requested.