SERVICE DELIVERY SUPPORTER

Location

London SW1A

Benefits

Pulled from the full job description

• Company pension

Full job description

SERVICE DELIVERY SUPPORTER

Publication Date: Aug 22, 2024

Ref. No: 519677

Location: London, GB, SW1A 2NS

Our identity:

We are a group of passionate specialists with a strong goal: using digital technology to progress what is important for our clients and society.

Collaboratively, we build dependable and prompt digital bases for businesses, institutions, and communities worldwide.

Discover more about advancing what is important.

This position is located at Crewe Oak House and necessitates a SC clearance, which entails having lived in the UK for a continuous 5 years leading up to the current date.

Just a reminder that there is a separate onsite bonus available for this position.

Your job in a nutshell:

We are searching for candidates to join Webhelp to assist Atos's Government and Commercial clients.

SERVICE DELIVERY SUPPORTER

What will you be doing:

• Handling a large volume of calls from various businesses, such as Ministry of Justice Departments, Health Accounts, Metropolitan Police Service, Britvic, and Government Insolvency Service.

• Evaluating the problem with the caller to determine the issue and select the most appropriate action (provide troubleshooting assistance over the phone or escalate to 2nd Line Support).

• Offering recommendations and direction to callers for issues unrelated to IT assistance.

• Providing exceptional customer support to users of various seniority levels.

• Generating a log of calls to document the specifics of the solution or any further steps required.

• Striving to achieve quality goals is essential, such as meeting targets for Average time on Call, First Time Fix Rate, and delivering accurate and current information.

Requirements:

• The top priority for Atos call handlers is providing outstanding customer service to all users. This position requires you to be proactive and always maintain a polite, professional, and friendly demeanor, rather than just reading from a script.

• Stay calm - you will receive many phone calls during busy times. We seek candidates who can handle pressure, work efficiently, and communicate effectively with their team to successfully complete tasks

• Punctual- Our service depends on having the entire team present and prepared to assist when the calls begin. We request that all agents arrive punctually for their shift in order to log in and be prepared to answer calls promptly at the start of their shift.

• Maintain professionalism - Our workplace values a friendly and inviting atmosphere to ensure everyone feels at ease. We request our team to avoid using foul language, engaging in inappropriate discussions, and wearing professional attire from Monday to Thursday.

• Focus on the goal - every team member is required to help in the desk's success. You will receive consistent feedback on your call quality, written work accuracy, and daily call targets and handling time. We seek candidates driven by goals and with a true passion for achieving great outcomes. Taking the lead and being accountable for tasks while collaborating with others in a team setting.

• To accommodate the needs of Atos customers, we follow a shift schedule for our working hours. All agents must be willing to work on a rotating schedule that includes starting at 6am and ending at 10pm, showing flexibility in their hours. We are unable to provide a fixed schedule or change shift times for public transportation, so please ensure the hours are suitable for you. Being able to grasp different procedures and ensure precision consistently.

• Prior success in meeting goals and completing tasks within specified timeframes.

SERVICE DELIVERY SUPPORTER

Rewards and benefits:

Not only will you be part of an amazing team, but you can also anticipate a wonderful variety of perks.

Some of the things on the list are:

• 25 days of paid leave per year.

• Programs promoting wellness and balancing work and personal life through events that encourage integration and sharing of passions.

• Medical and dental care that is not publicly funded.

• Pension payments are capped at 10%

• Opportunities for taking courses and earning certifications

• Meetings and Professional Networks;

• Charitable efforts and environmental projects.

• Employee Assistance Programme & Able Futures offer support and guidance on health, wellbeing, and financial matters.

• Organization-wide recognition program known as Star Awards offers the chance to win significant prizes.

• Casual Fridays every week.

• Amenities include a break room and kitchen area stocked with tea, coffee, and juice.

FAQ