Service Support Coordinator, Business Operations

at  Jisc

Salary: circa £24,500 per annum negotiable depending on experience + fantastic benefits
Jisc grade: CSS2 (internal use only)
Hours: 35 hours per week
Contract: Fixed Term Contract (12 months)
Location: Hybrid - A blend of working from home and your nominated hub office, we have hubs in London, Bristol, Manchester and Oxford. Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.

KEY SKILLS AND EXPERIENCE:

• You will have good customer support service skills, preferably within an educational, library, research office or publisher environment.
• Good organisational skills and the ability to work individually and as part of a team.
• Ability to take ownership of a query from start to resolution.
• Experience in the use of enquiry management, enterprise level CRM and e-commerce systems, along with the adherence to service management procedures, especially SLA’s.
• Experience of a range of IT systems generally, especially MS Office 365
• Able to communicate professionally with both specialist and non-specialist customers, at all levels

QUALIFICATIONS:

A good standard of education and if you possess a relevant or related qualification, e.g. NVQ/SVQ in customer service or call handling this could be advantageous.

ABOUT THE ROLE:

This role sits in business operations’ product and service team. As part of a service support team, this role plays a key part in ensuring the smooth running of our services through the provision of a responsive, knowledgeable and customer-focused helpdesk. The role requires breadth and depth of knowledge as the team supports an increasing number of services and will often be the only interaction with our members and customers providing support to resolve their issue or information and guidance

RESPONSIBILITIES WILL INCLUDE:

• You will provide a high level of customer service and expertise to all stakeholders internal and external, across the full range of DR products and services whilst adhering to SLAs and enquiry and service management procedures.
• It will be your responsibility to take ownership of, and act as the routine contact point for all enquiries from initial contact (triage) through to resolution (2nd/3rd line) for a broadening range of topics from members, customers and third-parties, working to resolve as quickly and effectively as possible, only liaising with or escalating to product teams if necessary.
• To diagnose, investigate and resolve complex queries through to completion using analysis and communication to keep the customer informed throughout.
• You will support our members in their use and understanding of DR services, including licensing e-commerce systems, working with colleagues and the central finance team to ensure all payments and monies are processed swiftly and smoothly. Determine problem fixes and remedies