Helpdesk Tier 1

  • Job Reference: 00023026-1
  • Date Posted: 13 October 2020
  • Recruiter: CV-Library
  • Location: United Kingdom
  • Salary: £18,000 to £21,000
  • Sector: I.T. & Communications, Covid-19
  • Job Type: Contract

Job Description

To support this project, we are looking to bring on board Helpdesk Agents Tier 1 for a FTC starting Mid October until the end of April 2021. Salary range is £18-21K dependant on previous experience. Please note this role is home-based. We need a flexible approach to working hours between 6am and midnight, the working hours will involve shift working ie any 5 days out of 7 and overtimes is available.

Job Description:

As a member of the Virtual Helpdesk Contact Centre team you will be expected to deliver an effective and efficient interface as an ambassador or our Client as a Remote Helpdesk Advisor. You will be responsible for providing informative and responsive support to enquiries received across a number of disciplines including Health and Safety, Human Resources, Payroll, Recruitment, Learning and Development and Pre-Employment Screening.

To thrive in the role, you will be a self-starter, able to work autonomously and motivated to achieve your daily targets. You will be expected to champion best practise and deliver excellent customer service while demonstrating an excellent telephone manner. You will be required to manage a diverse number of enquiries utilising the guidance and information that has been made available to you.

You will be working as part of a larger network of teams who respond to both candidate and worker enquiries received via telephone and email communication channels.

Required Skills;

Experience of working in a Customer Service background with proven experience of interacting with customers over the phone and via email

A background in Human Resources, Recruitment, Payroll, Learning and Development or Health and Safety

GCSE grade C/4 or above in Mathematics and English or equivalent

Experience of working in a fast-paced, multiskilled and multi-function environment

Recent experience of using current IT and communications technologies

Clear and effective verbal and written communication skills

Ability to communicate and instruct a diverse range of people

Good listening skills

Effective time management and organisational skills

Accurate data entry and attention to detail skills

Excellent telephone skills

A positive and tenacious can-do attitude

Self motivated

Work Environment:

Due to the Covid-19 Pandemic the current working environment across the UK has changed immeasurably, therefore Helpdesk Agents will be requested to work in either a full or partial virtual work environment which will involve home working. As a homeworker you will be expected to accommodate and adhere to the following measures:

Agents will be expected to set up a private and secure work environment free from any distraction

Ensure call details are not discussed in the presence of others

Ensure all notes are made electronically on the equipment provided and deleted according to GDPR legislation (notes must only be held for the time and purpose they are needed)

Comply with all aspects of the working from home standard operating procedure

Confirm you have unlimited access to internet (will not run out of data allowance) and

Inform your insurance company that you will be working from home.

Principal Duties and Responsibilities:

The role will include:

1. To act as an ambassador when delivering services for our client

2. To be the first point of contact for candidate and workers across telephone and email communication channels

3. To accurately record all candidate or worker interactions on internal systems

4. To provide candidates with first line application support via the online application portal

5. To chase incomplete assessments and scheduling virtual interviews

6. Assist candidates to move through the recruitment process by booking them onto Virtual recruitment Welcome Events

7. Ensure candidates receive email comms to confirm they are fully aware of what action is required of them at each stage of the recruitment process

8. Helping to source appropriate candidates as required

9. Provide informative and responsive support for a range of functional departments across the organisation either at first point contact or by transferring enquiries to the appropriate department or specialist

10. To efficiently and effectively use Helpdesk Contact Centre technologies, such as Salesforce/Connect, Onfido, 8x8 and Selfhelp to record and maintain electronic records of candidate or worker details, requests for service and appropriate actions taken

11. To ensure candidates or workers are regularly updated on the progress of their enquiry or service request as agreed at point of contact

12. To recognise, respect, listen and take responsibility of the varied needs of candidate and workers and explore which solutions are available to meet their needs and provide advice and information according to standard operating procedures

13. To recognise and deal with candidate and worker emotions, including individuals who are angry, abusive, aggressive and potentially violent

14. Identify at risk or vulnerable people when processing enquiries

15. To proactively nudge candidate or workers to the most appropriate channel to meet their needs e.g. Self-help options

16. To engage in service improvement initiatives, actively seeking to reduce

avoidable candidate or worker contact through the identification of service issues and appropriate solution

17. To monitor and assess personal performance against targets, seeking support as necessary in order to deliver Helpdesk key performance indicators (KPIs).

Internal recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Intrernal recruitment UK is an Equal Opportunities Employer