We are recruiting for a service desk agent to join our team on a 1 year contract to cover maternity leave commencing in August.

As part of the Service Desk team and as an agent, you will be responsible for logging and monitoring incidents raised by customers over the phone, system-to-system, or by email. You will then manage the life cycle of the call, resolving issues where possible or escalating to the appropriate team to ensure service level agreements (SLA’s) and key performance indicators (KPI’s) are met.

Reporting to the Service Desk Team Leader, this role requires you to work as part of a rota shift team between 8am and 6pm Monday till Saturday with occasional after hours work available.

Your responsibilities will include monitoring customers’ accounts to proactively managing incidents, receive in-bound telephone calls within required SLA’s, whilst providing a professional and friendly service and logging calls on in house software. Training will be provided, and resources are available to assist with customer queries. This position requires you to interact internally and externally with all levels of employees and management, so it is important that you are articulate, have excellent customer service skills and are happy to take on training and development in all areas to meet these requirements.

Our focus is on quality and attention to detail so you will be asked to demonstrate previous experience in this area. We are looking for candidates who have worked in a busy call centre or similar environment and can show their skills at task management and delivering customer excellence. You must be able to work as part of a 6-day rota, be a team player and have experience in dealing with customers. Ideally a good understanding of UK geography and locations would be useful and knowledge of scheduling toolsets would be advantageous.

For more information, or to see a full job description, please contact the Recruitment team today.

As a valued member of the Cennox family, you will receive:

  • Competitive Salary
  • In house training and development opportunities
  • 9% pension scheme (combined contributions)
  • 2 x salary Life Assurance
  • £250 Refer a Friend scheme
  • Optional Healthcare plan including retail discounts
  • Employee Assistance Programme and much more!
  • Social events

Please be aware all successful candidates for this position will be required to undergo a pre-employment screening process, inclusive but not limited to: financial, criminal record and references.

Within Cennox, we don’t just accept differences – we celebrate them, we support them, and we thrive on them for the benefit of our staff, our products, our customers, and our community. Cennox are proud to encourage suitably skilled and qualified applications from all walks of life, regardless of your personal characteristics.

As a Level 1 Disability Confident employer, we are proud to welcome applicants with disabilities, and providing you meet the minimum job requirements, we will ensure you are offered an interview and the opportunity to suggest adjustments to help you perform at your best.