Service Desk Analyst /Customer Service Advisor

14 Apr 2018
20 Apr 2018
Contract Type
Full Time
Becoming a Customer Service Advisor/ Service Desk Analyst with Capita Enterprise Services in Ruddington:

We have an opportunity for exceptional Customer Service Professional to join us in a Customer Support / Service Desk Capacity, providing advice, guidance and support to users of our client’s network.

Role is to support DCC, Data Communications Company, in the smart metering implementation programme. Dealing with business to business queries. Providing information to businesses and following bespoke processes.

Smart meters are the next generation of gas and electricity meters and offer a range of intelligent functions. For example, they can tell you how much energy you are using through a display in your home. They can also communicate directly with your energy supplier meaning that no one will need to come and read your meter in future.

Capita manages the data and communications network to connect smart meters to the business systems of energy suppliers, network operators and other authorised service users of the network.

The role is based in Ruddington and we work a shift between 8am and 8pm Monday to Friday and 1 weekend every 4 weeks.

What you will do:

* Provide a first, and single, point of contact into Capita Service Desk
* Ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software, and following and adhering to stringent processes.
* Ensuring that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA)Escalate any issues but try and ensure they are dealt with before problems occur

Your experience will include:

* Any previous experience of working in a Service Desk, Call Centre, Contact Centre, Helpdesk or Customer Service environment
* MS Office skills: Microsoft Word, Excel and PowerPoint.
* Experience of logging calls and complaint handling
* Strong attention to detail and have worked in a busy call centre environment
* Strong interpersonal and communication skills, particularly customer facing skills including listening skills.
* Problem solving and analytical skills
* Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls
* Ability to work effectively as a member of a team as well as their own and uses own initiative
* Ability to follow procedures and processes
* Good organisational skills
* Ability to work under pressure

Desired Skills

* An understanding of Smart Meters
* Working knowledge/experience of Remedy and/or Landesk
* Background in Utilities/Energy Industry

About Capita Enterprise Services

Capita Enterprise Services is part of our IT Services business and is a customer-focused, trusted IT services provider that brings together the right people, processes and technology to transform an organisation’s IT services. From individual IT services to a total IT outsource or even our value-added reseller service; we get to know your challenges and design the right solution for you. Interested? Join our talented team here and you’ll have the opportunity to work with a diverse range of customers covering both public and private sectors.

What’s in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration – with colleagues, customers and clients – is what makes us so effective at what we do. As well as a generous basic salary, we also give you 23 day’s holiday (rising to 25 days after 2 years and to 27 after 5 years), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

At our Ruddington office, you will also benefit from free parking, and an onsite canteen.

You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential – whatever that means to you.

What we hope you will do next

Help us find out more about you by completing our short application process – click apply now. We understand you might have some questions before taking the step to apply – you can contact Catherine Gander on (Apply online only) for a confidential chat

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check

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