Job Description:

The Opportunity

Based at our Nuneaton office, with hybrid working, your primary responsibility will be to deal with incoming customer queries via phone, email or webchat. You will also assist and support the team with ad hoc projects, as expected in a small, friendly and highly committed team. This is a varied role for someone who enjoys working closely with colleagues, supporting others where needed and adapting to changing priorities. You will cover a wide range of duties and responsibilities, including:

• Resolving support calls, webchats and emails, including the following duties:
• Raising support tickets to enable tracking and resolution of customer requests
• Investigating and resolving customer issues then closing support tickets
• Escalating inquiries to the appropriate team, when necessary
• Assisting customers with registration or account creation
• Monitoring progress and updating customers.
• Proactively supporting colleagues with ad hoc projects as part of a small team.
• Providing ad hoc administrative support when required.
• Supporting the Customer Experience Team, speaking with clients and meeting with them as appropriate in time.
• Providing cover as required for colleagues (as part of a small team) during periods of absence and high workload.
• Presenting information for various requirements with the MS Office suite of programs.
• Supporting the team with administrative requirements for various projects etc.

About You

This is an exciting opportunity with clear scope for career development and growth, working within a small and friendly team. We are looking for an individual who is highly motivated, has a positive, can-do attitude and enjoys contributing to a close-knit, supportive and committed team. The successful candidate will have the following attributes:

• Experience supporting a wide range of customers through a helpdesk system, such as HubSpot, Zendesk or similar
• Great communication skills
• A passion for helping others, with empathy for customers who are less confident using technology or how to follow best practice
• Computer literate, with the ability to investigate how something works
• A quick thinker who can solve problems and remain calm under pressure
• The ability to multitask and prioritise workload effectively
• Willingness to learn, share ideas and support colleagues wherever needed
• An interest in technology and using it to make people’s lives easier
• A positive, flexible and proactive approach, with the ability to work effectively as part of a small, supportive and highly committed team
• Excellent MS Office skills

The ideal candidate will have previous experience in a customer support role and be driven to deliver high levels of customer satisfaction. Just as importantly, they will bring a positive attitude, a willingness to help others and the flexibility to contribute as part of a small, friendly and highly committed team.

Full training on all bespoke systems and procedures will be provided to the successful applicant.

What We Offer

We can offer this role on a full-time or part-time basis (30 hours for part-time). The part-time hours will be agreed with the successful applicant.

In return, we offer a competitive salary, a contributory pension under auto-enrolment rules, access to an employee benefits platform, free parking, and a friendly and collaborative working environment, together with a good opportunity to develop this role and your skills along the way.

About LinesearchbeforeUdig (LSBUD)

LSBUD is an online service that helps 16,000 works across the country take place more safely every day. It does this by showing where cables and pipes are before work begins. Benefits of using the service include:

• A free-to-use, internet-based search enquiry system that helps everyone keep safe
• 24/7 availability
• Online, free to use service open to all users.

The service provides a single point of contact for all enquiries relating to LSBUD Members’ assets, including electricity networks, gas networks, oil pipelines, water networks and fibre optic networks.

Bring Yourself to Work

It’s simple really, we are passionate about what we do, and we want you to be driven to succeed with us. For this to happen, you need to feel supported and included which is why we’re proud to be an Equal Opportunities Employer.