Background:
Agilio Software Group is the UK’s largest provider of back office,
compliance, and workforce solutions in primary care and dental.
We have ambitious and exciting growth plans and are looking for
talented individuals to be part of our journey.
Job purpose:
This job exists to provide high quality internal and external customer
support.
This role will involve dealing with all incoming enquiries from users on
our products. Our customers consist of varying medical professionals
across the UK. The enquiries include general advice and assistance
with using our systems, functional requests, technical is sues, licence
queries and potential sales.
Most enquiries are dealt with immediately, however there are some that
need a more detailed response, such as technical input from the IT
team or policy related questions which are authorised by the Product
and Services department or relevant directors/managers. These
enquiries are forwarded on and their progress monitored to ensure that
they are dealt with in a timely manner.
You will be responsible for:
• Providing a polite, professional and customer focused approach to
all external people contacting the Company
• Answering enquiries (phone, email and chat) about services or
sales to a level appropriate to your expertise
• Providing administrative support for the Customer Relations team
• Populating and maintaining a CRM system that underpins
communication with external customers
• Providing cover for telephone switchboard as required
• Building websites based our template
• Editing websites
• Collaborate to implement website designs and optimise user
experience
The skills and experience which we are looking for in our Customer
Support Helpdesk Administrator are:
Essential
• Excellent verbal communication skills
• Ability to write clearly and concisely without spelling mistakes and
grammatical errors
• Polite and courteous at all times
• Committed to a customer centred focus
• Punctual
• Strong eye for detail
• Excellent troubleshooting skills
• Good IT skills
• Ability to identify potential risk
• Able to identify the importance of customer queries
• Ability to organise own workload and to work unsupervised
• Understanding of when to escalate issues to other members of the
team or ask for help
• Ensure deadlines are met
• Adaptable and responsive to change
• Able to work with others and comfortable working in a small team
• Able to communicate needs in a planned way for example to other
team members
• Operates well under pressure
• Strong understanding of our products layout and functionality
(comprehensive training will be provided)
• Confidence in liaison with senior staff of potential clients/partners
Desirable
• Salesforce experience
• WordPress experience
Additional Information
This is a permanent, full-time role based on a 35 working hour working
week. The hours of work will be between the hours of 9.00am and
5.00pm across a Monday – Friday schedule.
The role is based in our Wallsend, Newcastle upon Tyne office at least
2 out of 5 days, however we will consider remote working for the right
candidate.
Full Training will be provided. No prior experience of WordPress is
required, just a willingness to learn.
Salary: Competitive
• Income Protection
• Life Assurance
• Enhanced pension
• Health Cash plan
• 28 days annual leave + bank holidays
• Sick pay scheme
• A range of flexible benefits available through our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to
receiving your application!
If you are interested in applying, please email your CV along with a
covering letter to [email protected]