Senior Support Centre Analyst

You'll be the main point of contact for clients, engineers, and end-users, ensuring maintenance and service requests are handled promptly and within the SLA. Your role includes managing calls, scheduling engineers, and keeping all parties informed to ensure smooth service delivery.Our core hours are Monday to Friday, 8:30 am-5:30 pm. The Support Centre operates 7 days a week with shifts between 6:00 am and 9:00 pm. Weekend shifts (typically 1 in 4) are remote, with two weekdays off in return, and occasional overtime may be required.What You'll Do:Customer Service: You'll deliver high-quality support, responding promptly to queries and escalating issues when needed.Service Request Management: Log, track, and update all service jobs, ensuring accurate documentation and timely closure in line with SLAs.Engineer Scheduling: Assign engineers based on skills, location, and availability; review and process their reports and paperwork.Job Completion: Ensure all jobs are completed, closed, and
invoiced accurately and on time.Coordination: Work closely with Logistics and Warehouse to ensure timely stock delivery for installations.Communication: Keep clients informed on job progress and internal teams updated on issues like stock or resource availability.Time Management: Prioritise tasks to meet daily objectives and maintain smooth service operations.Task Management - monitoring daily tasks for the desk and allocating accordinglyQuality and Accuracy - spot checks across systems to improve service and internal mentoring/trainingFinance - raise PO's, prepare jobs for invoicing and POR's accurately checked and approved each weekClient Reporting - assist SDM in preparing and issuing monthly client service reports (data analysis)What You'll Bring:Attention to Detail: You'll accurately record and track information with strong organisational skills.Communication: You'll maintain a professional telephone manner with clear verbal and written skills.Independence: You'll take initiative
and ownership of tasks, working confidently on your own.Trustworthiness: You'll handle confidential information responsibly and adapt to changing needs.Flexibility: You'll maintain a positive attitude and be available to work weekends when required.What We OfferCareer Development - Ongoing professional development and clear internal progression routesBonus Scheme - Discretionary. Paid twice yearly (June and December)Private Medical Insurance - Including 24/7 digital GP access, so you're covered round the clock.Holiday Trading - Fancy a bit more time off? You can buy extra holidays anytime throughout the year.Cycle to Work Scheme - Plus seasonal health perks like free flu jabs and eye tests on us.Tech Payment Scheme - In partnership with Curry's, spread the cost of your next must-have gadget.Brilliant Discounts - Enjoy savings on the high street, in restaurants, and on your travels31-day holiday (not inclusive of Bank Holidays)Employee Assistance Programme (EAP) - 24/7 confidential
support, whatever life throws your way.Recognition & Rewards - From Star of the Month to Team Hug and spontaneous shout-outsModern Offices - With parking, pool table, ping pong, and our very own pub garden for a proper summer BBQ.Fresh Fruit Delivery every week, plus breakfast and lunch on siteOn-Site Treats - A daily coffee van to perk you up, and an ice cream van when the sun's out.Team Socials - From team parties to charity fundraisers, there's always something going on.
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