Helpcentre Analyst

Your role will be to provide technical support, fantastic customer service and advice on all incoming incidents and requests, logging details on our incident management system, handling them to provide the best results for the customer, reviewing and implementing new fixes, process and procedures and consistently looking for ways to improve how we operate!

We provide an intensive 4 week long company induction and training platform to ensure you have the knowledge and skills to understand and assist our client base.

Learning and development is important to us and is provided throughout your career, both internally and externally through diplomas, webinars, class based training and on line e-learning courses.

Main Duties & Responsibilities

Logging incidents within our call logging software, ensuring all relevant information is obtained;
Provide problem diagnosis, using support tools and resolution for problems;
Maintain an awesome customer service standards by answering calls promptly in a professional manner;
Manage customer’s expectations through either resolution of or updating on progress of outstanding incidents/requests;
Proactively manage customer expectations
Escalate any issues, but try and ensure they are dealt with before problems occur;
Track and monitor calls that are with third parties, liaise with third parties for a resolution and escalate when resolution is not moving forward;
Resolve and close incidents and requests to customer satisfaction or escalate to the appropriate Account Manager where necessary;
To contribute to overall achievements of required Service Level by maintaining agreed personal targets;
Assist in ensuring our class leading SLA’s and KPI’s are met;
Assist in documenting and updating processes;
Challenge the status quo and look for improvements in process;
Work closely with resolving teams and service management teams;
Contribute, review and update Knowledge Base articles;
Training and mentoring new starters and acting as an ongoing point of escalation;
Compliance – ensure that you understand and adhere to policies.

Key Skills We Are Looking For:

You will be a talented and ambitious individual who thrives in a fast paced environment.
You will possess excellent written and oral communication skills with a proven track record for providing outstanding customer service in a similar role.
You will be passionate about customer service

You will need:

A talent for troubleshooting and problem solving.
Strong analytical skills with a great attention to detail.
A passion for exceptional customer service.
A flair for multi-tasking in a high pressured environment.
A collaborative and proactive approach in all aspects of your work.
Understanding of the challenges in the Hospitality industry.

Preferred Skills & Experience

IT related HNC/HND
SQL script writing
RDBMS skills
EPoS skills/Zonal product knowledge
Experience in the Hospitality industry

What you’ll receive:

An attractive starting salary with fantastic career development opportunities
A structured grading’s programme with financial benefits
An attractive benefits package, including company profit share scheme, company pension, critical illness, life insurance and income protection
The opportunity to gain an IT diploma with up to 4 weeks of off-site Microsoft training.

We are not a traditional 9-5 outfit, our focus on customer service means we need to cover the needs of the businesses who have our products. We run a continental style shift pattern averaging 37.5 hrs per week over a 5 week continuous rota.

Our weekly standard shift patterns are – 
7am – 5pm; 9am – 6pm; 3pm – 1am – running over a 5 week rotation, with shift swap flexibility to assist in creating a work/life balance.

If you possess the required skills and are interested in growing your career long-term with our company, we would love to hear from you!

We have an excellent working environment, a relaxed dress code, sheltered bicycle parking, free fruit, coffee, tea, soft drinks and a gym on our doorstep (membership not included).

Statement to Third Party Agencies

To ALL recruitment agencies: We only accept CV’s from agencies on the Zonal group preferred supplier list. Please do not forward resumes to our applicant tracking system, any Zonal group employees, or any Zonal office. Zonal is not responsible for any fees or charges associated with unsolicited CV’s.

Click to read the full spec

Interested in this role? Want to know more?

Apply Now