Part Time French Speaking First Line Incident Management Agent

As part of the Service Desk team, you will:

• Provide first-line technical support in both French and English to a range of key clients via telephone, email and ticketing systems.
• Accurately log and update all incidents and requests using the relevant CRM and software systems.
• Diagnose technical faults and provide appropriate solutions over the phone and through the ticketing system.
• Escalate technical queries to second-line support when required.
• Deliver a consistently high standard of customer service and technical support.
• Work in line with agreed Service Level Agreements (SLAs), including targets relating to response times, call handling, resolution times and average speed of answer.
• Monitor shared mailboxes and ticketing system dashboards to ensure incoming queries are acknowledged and responded to within agreed SLAs.
• Make outbound calls when required to confirm resolution of incidents or complete proactive tasks.

If you are highly self-motivated, talented and up for the challenge of growing an already well-established business you’ll be a welcome addition to the team!’, Skills and ExperienceEssential

• Fluent in French and English, both written and spoken.
• Strong problem-solving skills with excellent attention to detail.
• A commitment to delivering a high standard of customer service.
• Clear and professional telephone manner.
• Good verbal and written communication skills.
• A flexible approach to working hours within the service operating times.
• Availability to work both Saturday and Sunday as part of your regular working pattern.

Desirable

• Previous experience working in a Technical Help Desk, Service Desk or similar technical support environment would be an advantage. However, full training will be provided.
• Additional languages, particularly Spanish or Polish, would be an advantage and may qualify for an additional salary increase.

• 28 days’ annual leave, increasing by one additional day for each completed year of service, up to a maximum of 5 additional days. Annual leave entitlement is pro-rated for part-time employees.
• An additional paid day off for your birthday.
• Holiday buy/sell scheme, allowing you to buy or sell up to 3 days of annual leave, pro-rated for part-time employees.
• Company sick pay, with entitlement increasing based on length of service.
• 2 paid volunteering days.
• Access to our Employee Assistance Programme (EAP).
• Hybrid or remote working may be available, depending on the requirements of the role.
• £1,000 annual salary increase upon successful completion of probation, pro-rated for part-time employees.
• Additional salary increases may be available for supported additional languages, including Spanish and Polish., * Weekend availability is required. Candidates must be available to work both Saturday and Sunday as part of their regular working pattern.
• The service operates Monday to Sunday, between 05:30 and 22:00, and shifts will be scheduled within these operating hours.
• Starting salary: £13,600 per annum based on 20 hours per week. Salary will be adjusted according to contracted weekly hours.

‘The Barcode Warehouse, is the UK’s leading specialist provider of barcode technology, RFID, labelling and enterprise mobility solutions in the UK. The business is currently embarking on the company’s biggest and most significant transformation. Already an incredibly successful company, The Barcode Warehouse is now raising the bar and firmly establishing itself as the leading technology and software solutions provider across many sectors through significant investment in systems, infrastructure, people and a brand new purpose-built Innovation and Customer Experience centre.

With a clear vision, significant investment and plans to grow product categories, services, solutions and expand firmly into new markets - there has never been a better time to be an incident management agent at The Barcode Warehouse.

The opportunities to get stuck into projects, new initiatives, and make a real impact are endless. Supported by a hands-on, proactive senior leadership team and surrounded by a friendly and helpful culture; the right person could have a long and rewarding career at The Barcode Warehouse.