Customer Support Assistant

Fisher German LLP; Ashby-de-la-Zouch; On-site; GBP 40,000 - 60,000; Part time

Job summary

A customer-focused firm in Ashby-de-la-Zouch is seeking a part-time Customer Support Specialist. You will manage customer queries via phone, email, and webchat while assisting with administrative tasks. Ideal candidates have 1-3 years of support experience, strong communication skills, and a desire to help customers. Competitive salary and opportunities for career development are offered in a collaborative environment.

Benefits

Competitive salary

Contributory pension

Employee benefits platform

Free parking

Qualifications

• 1-3 years of experience in a customer support role.
• Experience with helpdesk support via phone/email and webchat.
• Ability to investigate technical issues.

Responsibilities

• Serve as the point of contact for all customer queries.
• Respond to inquiries and troubleshoot customer issues.
• Perform administrative tasks to support all departments.

Skills

Customer support experience

Great communication skills

Problem-solving

Multitasking

Empathy for customers

MS Office skills

Tools

Zendesk

Job description

Job Overview

Your primary responsibility will be to deal with incoming customer queries via phone, email or webchat. You will also assist and support the team for ad‑hoc projects as expected in a small team. You will cover a wide range of duties and responsibilities including:

Responsibilities

• Customer Support Communication:
  • Serve as the point of contact for all LSBUD Support phone calls, emails, and webchat requests.
  • Respond promptly to customer inquiries, ensuring high levels of customer satisfaction.
  • Troubleshoot and resolve customer issues, and forward more complex requests to the appropriate team members for further assistance.
• Request Handling and Troubleshooting:
  • Handle and troubleshoot customer requests, ensuring timely and accurate resolutions.
  • Forward complex issues or requests to the relevant team members for further support or resolution.
• Working with Advanced Services:
  • Collaborate with the Advanced Services team to provide quotes to customers upon request.
  • Ensure quotes are accurate and delivered in a timely manner to users.
• Administrative Support:
  • Perform daily ad‑hoc administrative tasks to assist all departments as needed.
  • Support with maintaining customer records, organising documentation, and other office duties.
  • Willing to support other departments in quieter periods.

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 and has the following attributes:

Qualifications

• At least 1 to 3 years' experience in a customer support role.
• Experience supporting customers through a helpdesk, such as Zendesk via phone/email and webchat.
• Great communication skills.
• Passion for helping others; empathy for customers who do not use technology.
• Computer literacy with the ability to investigate how something works.
• Quick thinker who can solve problems and remain calm when under pressure.
• Ability to multitask & prioritise workload.
• Willingness to learn and share ideas.
• An interest in technology and using it to make people's lives easier.
• Excellent MS Office skills.

The ideal candidate will have previous experience in a Customer Support role and be driven by ensuring high levels of customer satisfaction.

Employment Details

This role is on a part‑time basis (30 hours), Monday to Thursday, 7.5 hours per day with Fridays off. Office days are Tuesdays/Wednesdays.

Compensation and Benefits

In return, we offer competitive salary, 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 the Service

LinesearchbeforeUdig (LSBUD) is an online service that helps 15,000 works across the country take place more safely every day. It does this by showing where cables and pipes are before works take place.

Benefits of Using the Service

• Free to use internet‑based search enquiry system to help 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.

Equal Opportunities

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.