First Line Analyst (L2)
Role details
Job location
Tech stack
Job description
Training:Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support. Workload:There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month. Day-to-Day Activities:
- Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident.
- We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.
- Following knowledge processes for onwards assignment.
- Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.
- Queue Management
- Taking Switchboard overflow calls when they are busy.
Rate£16.35/Hr through UMB£12.60/Hr through basic PAYE£14.31/Hr through Premium PAYE Contract 6 months contract LocationPhoenix House, Colliers Way, Phoenix Business Park, Nottingham NG8 6AT Job Description:7am until 7pm on a 7.5 hour rolling shift basis as outlined below. Monday to Friday:07:00 - 15:3008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00 Saturday and Sunday:07:00 - 15:3010:30 - 19:00
Requirements
- Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.
- Excellent telephone manner and written capabilities with comprehension.
- Ideally proven track record in a contact center environment but not essential.
- Ability to handle conflict
- Ability to be flexible and adaptable to change, even it is a total surprise.
- Focus on the customer experience.
- Team player with the ability to focus on the team progression and not just your own.
- Reliable with good timekeeping.
- Confidence to speak up and question the Status Quo in a healthy manner.
- Pattern recognition to spot trends.
- Ability to learn new software.
- Able to receive feedback well.
- Ability to improve your own learning.
Key Requirements
- Be able to answer a call within 30 seconds across the team.
- Have an abandoned call rate of less than 5% across the team.
- Be able to answer an email within 1 hour across the team.
- Score more than 90% on Quality Evaluations across the team.
- If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader.
- Once fully trained and operational, you will be working 2 days from the Nottingham office and 3 days at home.
Training:Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support. Workload:There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month.