Overview

We all know effective and well managed technology can help our pub teams deliver excellent service to our customers. As a result of this we are heavily investing in our estate by replacing our pub EPOS system and upgrading our broadband capability.The next phase of our journey is to improve the service and response times provided to our pub teams when something goes wrong. With this in mind, we created the Retail Systems Helpdesk, and we are now looking to recruit a new team member on a 12 month fixed term contract.

 

The role of the Helpdesk team is to identify any problems our pubs experience, and attempt to fix them. If a more technical or specialist team need to assist, they will route the call through to the correct department within the business. They will utilise existing call tracking and completion software to help chase and resolve all outstanding issues to a satisfactory and timely conclusion,ensuring no issue goes unresolved.

 
The Opportunity
  • Ensure the service and response times provided to our pub teams are recorded, measured and delivered in accordance with the KPI's set
  • Be readily available for help and advice and deliver best in class customer service to our Pub Teams
  • Provide first line support for system issues by diagnosing systems issues and providing a first time fix where possible.
  • Prioritise workload and manage a variety of tasks within a fast paced environment
  • Accurately update key databases ensuring all data is frequently maintained
  • Chasing and management of external suppliers to ensure resolutions are provided in a timely fashion
  • Who are we looking for?
  • Excellent phone manner and written communication skills
  • Strong multi-tasking skills
  • Ability to communicate with a variety of different personalities on a professional level
  • Ability to question customers effectively with a view to diagnosing issues
  • Willing to work flexible hours between 8.00am and 5:30pm
  • Experience of and a passion for delivering first class customer service
  • Experience of working within the hospitality industry and in a support services environment would be an advantage
  •  

    To submit an application, please click the apply button and complete our online application form, attaching your most up to date CV.

     

     

    This vacancy is open to both internal and external candidates. Please can internal candidates ensure to speak to their Line Manager before making your application. 

    Closing date for this is Friday 28th February 2020
     
     

    Wolverhampton
    Customer Services

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