Service Support Assistant - FTC for 6 months

Last year we helped more than 42,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.
The purpose of our Service Support Assistant role is to provide customers with first level support through taking calls and handling the resulting incidents or service requests, using the incident management and request fulfilment processes, in line with service desk objectives, whilst consistently meeting or bettering agreed service levels in terms of performance and keeping requestors aware of the status of their work requests.

Key Outputs

• Answering customer telephone calls in timely and professional manner


• Monitoring customer support requests submitted via email


• Logging customer calls as tickets in a clear, concise and professional manner, ensuring all the necessary details are accurately captured


• Progress 1st line calls, keeping customers updated, according to the commitments in the customers' SLA


• Performing 1st line diagnostics and fixes of customer fault tickets against processes and knowledge base


• Escalating customer Incident tickets to technical support where necessary


• Administer registration accounts for Client Company Services. This is to include:



• Creating new accounts


• Enabling accounts


• Disabling accounts


• E-mailing out password in encrypted and protected format


• Deal with general account enquires


• Receiving account registrations requests


• Closing down accounts


• Suspending accounts



• Completing task's as required for ISO compliance


• To ensure that access to systems are carried out in line with current security policies


• To ensure that any potential breaches identified are reported


• To address and deal with other administrative tasks as the management may reasonably direct


• The jobholder needs to successfully manage customer expectations


• Be able to build relationships and, where necessary, work closely with MIB employees at all levels


• Be able to build relationships with external and internal customers
  
  Concise and accurate written and verbal communication skills


• Professional and confident telephone manner


• Logical problem-solving approach is essential


• Proven delivery of excellent customer service


• Customer Service experience essential


• Some Service Desk or 1st Line Support experience


• Systems Windows XP / Vista / 7


• Basic knowledge of Microsoft Office
  
  At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that's accomplished, we're here to compensate victims quickly, fairly and compassionately.
  
  We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.

So, if you think big, love a challenge and want to make a difference to people's lives, we want to hear from you.

Salary £24,300 per annum
Grade 7
35 hours per week (Monday - Friday)
IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week) from our newly refurbished Milton Keynes office, MK14

Other Benefits include:
Contributory Group Stakeholder Personal pension scheme
Life Assurance
Employee Incentive Scheme
23 days holiday (plus public holidays)
Holiday purchase scheme
Sports and Social Club
24/7 Employee Assistance Programme
Free access to online tools to support mental and physical health
Enhanced maternity, paternity and adoption leave
1 volunteer day each year and charity matched funding scheme
Benefits