Client Service Desk - Technician (12 Month FTC)

TransUnion LLC.; Leeds; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

26 days annual leave and bank holidays

Wellness days off (global)

Pension scheme

Private health care

Diversity forums

Job summary

TransUnion LLC. in Leeds is seeking a customer service professional to act as the first point of contact for clients, handling inquiries via phone, email, and in-person interactions.

You will log requests, investigate queries, and provide timely updates while maintaining strong relationships across the business. With a rotating shift pattern covering mornings to evenings, you will contribute to ongoing service improvement and ensure high-quality customer outcomes in a dynamic, data-driven

Qualifications

• Minimum of 7 GCSEs including Maths and English.
• Strong written and verbal communication skills.
• Experience in a service desk or call-centre environment.
• Proficiency with Microsoft Office and Excel.

Responsibilities

• Be the first point of contact for customers using TransUnion online and internal products.
• Handle calls and emails, responding accurately and efficiently.
• Log requests in the help desk system with high quality data capture.
• Investigate queries and provide regular progress updates.
• Resolve queries via phone, email, or face-to-face interactions.
• Maintain relationships with internal and external stakeholders.
• Support continual service improvements and adhere to SOPs.

Skills

Customer service

Communication

Excel

Microsoft Office

Problem solving

Attention to detail

Teamwork

Education

GCSEs including Mathematics and English

Tools

Help desk tool

CRM system

Job description

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., 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.
  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.

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver's seat of their professional development- while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that's why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good - you'll work with great people, pioneering products and cutting-edge technology.

TransUnion Job Title

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, dont 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 have 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, dont 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.