Helpdesk Representative

Venesky-Brown’s client, a public sector organisation in Dalkeith, is currently looking to recruit 4 x Administrators for initial 3 month contracts commencing April 2024 until June 2024 on a rate of £11.70/hour PAYE. The working hours are 8:30am-4:30pm Monday to Friday. These roles will be based onsite Full Time @ 35hours per week.
Responsibilities:
- Manage inbound emails in a timely manner. 
- Identify customers’ needs, clarify information. 
- Record all conversations in our CRM system in a comprehensive way. 
- Build good working relationships in order to engage with customers and colleagues effectively. 
- Frequently attend ongoing training and briefs to improve knowledge and performance levels. 
- Focus on meeting Service Level Agreement targets and timescales. 
- Data entry: create and maintain records, standard reports and spreadsheets to ensure information is up-to-date, easy to access and accurate  
- Communicate with internal and external customers by phone, in writing (email and standard letters) and face to face where appropriate within tight timescales 
- Maintain a tidy work area and comply with all Health and Safety regulations 
- Dealing with Administration of Mark Sheets 
Essential Skills:
- Good Standard of education with strong skills in numeracy and literacy. 
- Previous experience in a customer services/support role. 
- Proven ability to deal with all enquiries and work as a productive member of the team. 
- Must be able to communicate appropriately and effectively with clarity both verbally and in writing. 
- Ability to work with accuracy and with an attention to detail in a pressurised environment. 
- Strong phone and verbal communication skills along with active listening. 
- Familiarity with CRM systems and practices. 
- Customer focus and adaptability to different personality types. 
- Ability to multi-task, set priorities and manage time effectively. 
- Attention to detail  
- Ability to take on new tasks in a positive manner  
- Experience of using Microsoft Office, databases & telephone systems in a customer focused organisation 
If you would like to hear more about these opportunities please get in touch.