Customer Response Centre Agent

SCC; Birmingham; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

Join SCC as a Customer Response Centre Agent in Birmingham, where you will provide top-notch customer service and manage technical issues. This permanent role offers hybrid working, a salary package between £25,000 and £27,000, and includes valuable company benefits. Ideal for those with a passion for IT and a desire to grow within a leading IT company.

Benefits

Large company benefits

Broad flexible benefits scheme

2 paid volunteering days a year

Qualifications

• Experience in delivering customer service.
• Basic knowledge of IT technologies including networking and printer support.
• Strong communication skills.

Responsibilities

• Provide high levels of customer service via email, portal, and telephone.
• Engage with internal departments and manage incidents.
• Resolve customer technical issues by providing first and second line support.

Skills

Customer service

Communication skills

Problem-solving skills

IT knowledge

Attention to detail

Time management

Understanding of ITIL processes

Willingness to learn

Job description

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role:Customer Response Centre Agent

Location: Birmingham(SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type:Permanent

Salary Package: £25,000-£27,000plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours:9.00 am – 5.30 pm, Monday – Friday

Interview Process:2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

CRC Agents provide customer service and are responsible for logging internal and external customer reported issues, vetting and assigning incidents and requests, handing IMAC calls and associated movements, resolving field based and managed print incidents, defending SLAs, updating and maintaining an assets database and engaging with a variety of supporting teams including 3^rd parties and vendors.

This is a process driven role requiring a willingness to learn and understand systems and inter-departmental requirements.

Key responsibilities:

• Provide high levels of customer service to customers, both internal and external. This can be provided via email, portal and telephone.
• Engage positively with internal departments, third parties and vendors.
• Defend the Service Level Agreement of incidents and requests, escalating where appropriate.
• Schedule Incidents, requests and IMACs with the end customer.
• Adhere to relevant operational processes, such as chargeables and bespoke customer processes.
• Maintain where applicable, the asset database, including liaising with logistics and the warehousing teams.
• Ensure any relevant issues are updated comprehensibly in the toolset.
• Engagement with ITIL support teams.
• Resolve customer technical issues by providing 1^st and 2^nd line support.
• Remote installation and configuration of client devices and associated software.

Skills and experience:

• Experience of delivering great customer service as well as possessing good written and oral communication skills.
• Possess a basic knowledge of modern IT technologies to include networking, printer support and servers.
• Demonstratable problem-solving skills.
• Knowledge of IT operating systems including managed print, SQL and BASIC scripting.
• Able to manage time and workload effectively.
• Strong attention to detail, and able to adapt to business requirements as needed.
• Understanding of ITIL processes.
• A willingness to learn, develop and grow.

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC -https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC -https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life