Helpdesk Advisor – Home based 23 views

Helpdesk Advisor – Home based

Job Type : Temporary, Full Time

Salary : £19000 – £21000/annum

Job Description

As a member of the Virtual Helpdesk Contact Centre team you will be expected to deliver an effective and efficient interface as an ambassador or our Client as a Remote Helpdesk Advisor. You will be responsible for providing informative and responsive support to enquiries received across a number of disciplines including Health and Safety, Human Resources, Payroll, Recruitment, Learning and Development and Pre-Employment Screening. To thrive in the role, you will be a self-starter, able to work autonomously and motivated to achieve your daily targets. You will be expected to champion best practise and deliver excellent customer service while demonstrating an excellent telephone manner. You will be required to manage a diverse number of enquiries utilising the guidance and information that has been made available to you..

You will be working as part of a larger network of teams who respond to both candidate and worker enquiries received via telephone and email communication channels.

Required Skills

Experience of working in a Customer Service background with proven experience of interacting with customers over the phone and via email,
A background in Human Resources, Recruitment, Payroll, Learning and Development or Health and Safety
GCSE grade C/4 or above in Mathematics and English or equivalent,
Experience of working in a fast-paced, multiskilled and multi-function environment,
Recent experience of using current IT and communications technologies,
Clear and effective verbal and written communication skills,
Ability to communicate and instruct a diverse range of people,
Good listening skills
Effective time management and organisational skills,
Accurate data entry and attention to detail skills,
Excellent telephone skills,
A positive and tenacious can-do attitude
Self motivated

Work Environment:

Due to the Covid-19 Pandemic the current working environment across the UK has changed immeasurably, therefore Helpdesk Agents will be requested to work in either a full or partial virtual work environment which will involve home working. As a homeworker you will be expected to accommodate and adhere to the following measures:

Agents will be expected to set up a private and secure work environment free from any distraction,
Ensure call details are not discussed in the presence of others,
Ensure all notes are made electronically on the equipment provided and deleted according to GDPR legislation (notes must only be held for the time and purpose they are needed),
Comply with all aspects of the working from home standard operating procedure,
Confirm you have unlimited access to internet (will not run out of data allowance) and
Inform your insurance company that you will be working from home.

Principal Duties and Responsibilities:

The role will include:

To act as an ambassador when delivering services for our client,

To be the first point of contact for candidate and workers across telephone and email communication channels.

To accurately record all candidate or worker interactions on internal systems,

To provide candidates with first line application support via the online application portal

To chase incomplete assessments and scheduling virtual interviews,

Assist candidates to move through the recruitment process by booking them onto Virtual recruitment Welcome Events,

Ensure candidates receive email comms to confirm they are fully aware of what action is required of them at each stage of the recruitment process,

Helping to source appropriate candidates as required,

Provide informative and responsive support for a range of functional departments across the organisation either at first point contact or by transferring enquiries to the appropriate department or specialist,

To efficiently and effectively use Helpdesk Contact Centre technologies, such as Salesforce/Connect, Onfido, 8×8 and Selfhelp to record and maintain electronic records of candidate or worker details, requests for service and appropriate actions taken,

To ensure candidates or workers are regularly updated on the progress of their enquiry or service request as agreed at point of contact,

To recognise, respect, listen and take responsibility of the varied needs of candidate and workers and explore which solutions are available to meet their needs and provide advice and information according to standard operating procedures,

To recognise and deal with candidate and worker emotions, including individuals who are angry, abusive, aggressive and potentially violent

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information – please copy and paste the following link in to your browser

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