Junior Operations Support Technician

CDL Software; Manchester; Hybrid; GBP 25,000; Full time

Job summary

CDL Software is seeking a Junior Operations Support Technician to provide IT support and enhance customer service through effective problem resolution. This entry-level position focuses on ensuring client satisfaction and technical assistance. As part of a leading software development company, you will thrive in a collaborative environment, contributing to innovative solutions for the insurance sector.

Benefits

Hybrid working (2 days in the office)

25 days holiday increasing with service

Health and wellbeing programme

Excellent training and development platform

Life and health assurance

Pension scheme

Diversity and Inclusion network

Qualifications

• Strong customer service focus, excellent communication skills.
• Experience in a service desk or helpdesk environment is beneficial.
• Awareness of ITIL is an advantage.

Responsibilities

• Resolve application and product incidents reported by clients.
• Assist with incident and problem escalation.
• Analyze information and identify problems effectively.

Skills

Customer service skills

Problem-solving

Communication

Teamwork

Adaptability

Education

GCSE A-C in Maths and English

Job description

Join to apply for the Junior Operations Support Technician role at CDL Software

Join to apply for the Junior Operations Support Technician role at CDL Software

Description

Are you an Operations Support Technician who enjoys solving problems? Do you have excellent customer service skills and are looking for a move into an IT Support role? We want to hear from you!

Department: Service Management

Location: North West UK - Hybrid

Compensation: £24,570 / year

Description

Are you an Operations Support Technician who enjoys solving problems? Do you have excellent customer service skills and are looking for a move into an IT Support role? We want to hear from you!

As a Junior Operations Support Technician, the key focus to your role will be to resolve CDL application and product incidents, reported by clients. Working to agreed SLA’s you will provide thorough investigation to find the root cause of problems. You will help diagnose 2nd line technical faults with the applications through resolution, within agreed SLA’s. We are looking for an IT Support Technician who has excellent problem-solving skills with the ability to understand client concerns and the impact it has on their activities.

About CDL
CDL is one of the UK’s leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self-service solutions. As a result, the company’s robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace.

We have built a collaborative and creative culture where we employ agile techniques to deliver our pace-setting applications. We pride ourselves on cultivating an inspiring working environment with our employees at the heart of our company.

In a nutshell we are the market leading software house in our industry, creating the software, websites & apps for the Insurance & Finance sector across the UK. If you were to go on a price comparison website, approximately 65% of the companies on there are our clients!

Key Responsibilities

There will be a strong customer service focus to your role and good communication skills are essential, ensuring you are building and maintaining excellent customer relationships. You will be responsible for assisting with incident and problem escalation, analysing information, identifying problems effectively and resolving 2nd line issues. You will keep up to date with technology, be motivated in your own personal development, including setting goals and objectives aligned with the business values.


Skills Knowledge and Expertise

• Computer literate, with some experience of operating systems and/or PCs.
• Excellent customer service skills, being able to empathise with clients is a must!
• Excellent communication skills, both written and verbal. You will be liaising with our external and internal partners and will have a strong customer focus.
• GCSE A-C in Maths and English, or equivalent.
• Be able to demonstrate you are a team player, as well as being able to work on your own initiative.
• Adaptable, flexible and able to work to agreed deadlines (SLA’s)
• Passionate and posses a willingness to learn.
• Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
• An awareness of ITIL is an advantage.

Beneficial

• Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
• An awareness of ITIL is an advantage.
  
  

Benefits

Salary

Our Junior Operations Support Technician role has a competitive salary of £24,570p.a, with the added benefits of annual pay reviews and the opportunity to participate in the STEP program for career advancement.

Your growth and advancement within CDL are only limited by your own ambition and effort.

Benefits

• Hybrid Working (2 Days a Week in the office - SK4 2HD)
• Truly flexible working.
• 25 days holiday to start, increasing by 1 day per 1 year of service up to 30 days.
• Top employer for 9th year running
• Excellent training and development platform
• Opportunities for career progression
• Health and Wellbeing programme
• Virtual activities, lunch and learns, coffee mornings and meetups.
• Life and health assurance
• Electric Vehicle Scheme
• Established Recognition Award System
• Great Parental Benefits
• Diversity and Inclusion network
• Pension scheme
• Community projects and volunteer days
• Refer a friend bonus

Campus Benefits:

• On-site free parking
• Open plan modern offices
• Quiet Spaces are also available
• Shuttle bus to and from the station
• Subsidised restaurant
• Games room and chill out zone
• Annual Hackathon & Deep Racer Events
• Social activities, regular social events through our social group Xtra, including a summer BBQ, competitions, bowling, go-karting, football games, Winter party and much more!
• Car wash, barber, yoga classes, boot camp and massage services all on site
• Cycle to work scheme
• Shower and dry rooms

Diversity and inclusion
We’re on a journey to keep innovating, that means welcoming new ideas and ways of thinking.

CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants.

This Policy was last updated in April 2025

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Software Development

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