Client Service Desk - Technician

transunion; Leeds; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

26 days annual leave

Private health care

Pension scheme

Employee Stock Purchase Plan

Job summary

TransUnion is seeking a customer-focused service desk advisor in Leeds to be the first point of contact for customers using TransUnion online and internal products. You will handle calls and emails, log requests in the help desk system, and provide clear, professional support.

You will investigate queries, communicate progress updates, and work across channels to resolve issues while building strong relationships within the business.

Qualifications

• Experience working in a service desk or call centre environment.
• Experience in a customer-service-focused role.
• A minimum of 7 GCSEs, including Mathematics and English.
• Strong written and verbal communication skills.

Responsibilities

• Handle incoming telephone calls and emails, responding to customer requests accurately and efficiently.
• Log all requests in the help desk system with consistent, accurate data.
• Investigate customer queries and provide progress updates.
• Resolve queries through channels including face-to-face, telephone, and email.
• Build and maintain relationships with key contacts across the business and external stakeholders.
• Contribute to continual service improvement.
• Work within standard operating procedures while maintaining service quality.

Skills

Customer service

Communication skills

Problem solving

Excel proficiency

Help desk tool

Education

GCSEs including Maths and English

Tools

Microsoft Office

Excel

Help desk software

Job description

Team Overview

Our team is the first point of contact for clients, providing excellent customer service and support with data amendments, troubleshooting queries, and the effective use of TransUnion systems. The team helps clients access accurate information and use our products and services effectively and efficiently, supporting a positive client experience.

Role Overview And Core Responsibilities

Shift pattern: Rotating shift pattern covering 07:00-15:30, 08:30-17:00, and 09:30-18:00, with the potential to progress to an evening and weekend on-call arrangement.

Serve as the first point of contact for customers using TransUnion online and internal products and services, providing clear and professional support.

• Handle incoming telephone calls and emails, responding to customer requests accurately and efficiently.
• Log all requests and queries in the help desk system, ensuring that information is captured consistently, accurately, and to the required quality standard.
• Investigate customer queries, apply appropriate analysis and investigation techniques, and provide regular progress updates when required.
• Resolve queries through appropriate service channels, including face-to-face interactions, telephone, and email.
• Build and maintain effective working relationships with key contacts across the business and, where required, with external stakeholders.
• Maintain high levels of customer service by communicating clearly, building rapport, and supporting positive customer outcomes.
• Contribute to the continual improvement of services by identifying opportunities to improve customer support and query resolution.
• Work within clearly defined standard operating procedures while maintaining the required service and quality standards.

Required Knowledge And Experiences

• Experience working in a service desk or call centre environment, with the ability to manage and resolve incoming customer queries.
• Experience in a customer-service-focused role, with a demonstrated ability to communicate effectively and build rapport with customers.
• A minimum of 7 GCSE's, or equivalent qualifications, including Mathematics and English.
• Strong written and verbal communication skills, used to explain information clearly and provide effective support through different service channels.

Required Technical Skills

Proficiency in Microsoft Office, particularly Microsoft Excel, to support accurate information handling and day-to-day service activities.

Ability to use online and internal systems to investigate, record, track, and resolve customer queries.

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:

• Experience using a help desk call-management tool to record and manage service requests.
• Knowledge of or experience within the financial services industry, which would support an understanding of relevant customer queries and business processes.

What's in it for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days annual leave and bank holidays (increasing with service)
• Global paid wellness days off and a bonus day off to celebrate your birthday
• A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
• Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion - a place to grow:

If there's something on the list of essential or desirable skills that you can't quite tick off, don't let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we've set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don't let this stop you from applying. Let us know if you're looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we're committed to fostering an inclusive and diverse workplace where all individual's talents and perspectives are valued. When you apply for a position with us, you're not