Customer Service Desk (IT)

You’ll answer calls, triage requests for help from clients about their IT (these are called support tickets), keep customers updated, and make sure nothing falls through the cracks.

Some days you’re on the phone reassuring a panicked client. Other days you’re working through a queue of tickets, coordinating with our technical team to get things moving.

It’s fast-paced, people-focused, and genuinely satisfying when you get it right.

You’ll work with our ticketing system (everything’s scripted so you know exactly what you’re doing). You’ll talk to customers, talk to the tech team, reprioritise when needed, and occasionally book work for other departments., * Chat with Helen from HFBAC (30 mins, video meeting). She’ll ask about your background, whether you actually like helping people, and if the role feels right.

• Complete a quick online assessment - attention to detail and DISC personality profile so they get how you work.
• Teams Video call or in-person interview with Kayleigh (Head of Service Delivery at We Do Your Group).
• Come see the office, meet the team, make sure it feels right.

• Someone who actually wants to help people. Not just “good customer service” in a job interview kind of way - actually someone who prefers to call a customer when they should, rather than send an email and hope.
• Someone organised and detail-oriented. Tickets need to be logged right, tracked properly, nothing missed.
• Someone who wants to learn and isn’t afraid to say “I don’t get this - can you help me?” We’ll train you. We invest in people who engage and want to improve.
• Someone ready for change. We’re implementing AI screen recording on tickets, building new SOPs, evolving how we work. If you’re resistant to that, this isn’t for you. If you’re excited by it, you’ll thrive.
• No IT background needed. Seriously. We’ll train you our way faster than if you came from somewhere else with bad habits. If you’re comfortable with basic software and willing to learn, you’re fine.

Pulled from the full job description

• Sick pay
• Free parking
• Additional leave
• Company pension
• Casual dress
• On-site parking, * 8:30am - 5pm.
• Your first three months will be in the office every day.
• Phone lines open 9-5, so you get a head start on emails each morning.
• Wednesday is mandatory in-office (so the team actually gets time together).
• The rest of the time we’re flexible - currently three days a week in the office, but we’re in a training phase right now building out our processes.
• Currently everyone’s in every day because we’re documenting everything and building the foundations. After that? More flexibility. But Wednesday stays - that’s team day.

WHAT YOU’LL ACTUALLY GET

• Salary: £26,500 depending on experience.
• If you’ve got a relevant IT support background, we can flex on the salary to £27-28,000.
• 20 days holiday plus bank holidays.
• 10 days sick leave from day one (we actually believe in looking after people).
• Pension.
• A stocked kitchen.
• Team that genuinely has your back.

No drama. No corporate nonsense. A small team where people know your name and actually work together.

Pay: £26,500.00-£28,500.00 per year