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 &

  • 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

  • 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

  • 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

  • Strong analytical skills with a great attention
    to detail.

  • A passion for exceptional customer service.

  • A flair for multi-tasking in a high pressured

  • 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

  • An attractive starting salary with fantastic
    career development opportunities

  • A structured grading’s programme with financial

  • 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 anyfees or charges
associatedwith unsolicited CV’s.

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