Capita Resourcing IT North Cheshire Motorway, High Legh, Knutsford WA16 0SF, UK
Become part of the future of the UK Energy Industry by joining our National Service Desk for Smart Metering! We're based in Preston Brook and we provide business to business support for more than 200 companies that are working with the Data Communications Company (DCC) in rolling out 53 million smart meters to 30 million UK homes and small businesses. It's an exciting time to become involved with great personal development prospects as the project gathers pace. We're looking for exceptional Service Desk Analysts to join us in a Customer Support and Service Desk capacity, providing advice, guidance and incident management to everyone involved in the Smart Metering Implementation Programme. You'll be involved in a project that has already rolled out the largest secure wireless network in Europe and by the end of 2020 will have individually connected almost every home on the UK mainland. We'll enable gas and electricity meter readings to be automated for everyone, we'll support switching energy providers in a vastly reduced time compared to now and we'll enable people using pre-payment meters to access a much wider range of tariffs than ever before. We'll also lay the groundwork to reduce total UK carbon emissions by 3% overall. We work an 8 hour, 3-shift pattern between 8am and 8pm, Monday to Friday and also work a weekend once every 4 weeks with weekdays off to compensate. We also have a night shift working from 8pm to 8am, four days on, four days off if you rather do that role and pays 17.5% more. We're not a call centre, so you should be prepared to be or become multi-skilled and want to work across all forms of media including the phone. The work environment is enjoyable, friendly and supportive and full training will be given if you are successful in your application. We look forward to hearing from you. What you will do: As the first point of contact for our customers, you will be handling incidents and requests via email, telephone and our Service Management toolset Your role is to ensure that all interactions with our customers are logged accurately within our toolset and that our processes are adhered to, in order to provide the best experience possible for our customers You will manage a workload of incidents and requests raised by both our customers and 3rd party Service Providers and will own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our client Triage and problem solving, using appropriate support tools and knowledge articles, will be part of your day to day duties to ensure a swift resolution to incidents raised by our customers. Where resolution is not possible, assignment to 3rd party resolvers/escalation will be undertaken Communication is critical within this role and you will proactively manage customers' expectations by keeping them regularly updated on the progress of their outstanding incidents/requests Critical experience will include: Any previous experience of working in a customer focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industries. A basic level of Microsoft Word and Excel experience Strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing Ability to work under pressure and effectively as part of a team Attention to detail to ensure that our customers receive the best service possible If you would like to know more about the role please get in touch for a confidential chat - (see below) Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.