Digital Assistant
Do you enjoy working with a wide range of IT systems? Do you enjoy providing excellent customer service? Do you enjoy working in a rewarding fast paced environment?
If you answered 'Yes,' our team in Edinburgh would love to hear from you.
Salary : £12.81 an hour
Contract : 6 Month Contract
Shifts : Full Time working position, Monday-Friday 35 hours per week. You will be working in the office 5 days a week, no remote working.
Holidays : 40 days per year
Location : St Andrew Square, Edinburgh (moving to Broadway Park, Edinburgh in December 2023 so successful candidates will need to be able to travel to both locations).
Training : Full training provided, there is an extensive training programme provided.
The opportunity : Our Client Engagement Hub, is a centre of excellence for experience and education. We have world leading technology driving digital first journeys for our clients.
Our key role is to support digital first by offering education and assistance to advisers and customers on our platform service, through various communication channels predominately over the phone or by webchat.
It's an exciting time to be joining our team, we're passionate about doing the right thing - first time for our advisers and customers and if you are too, this is the role for you.
Your day-to-day responsibilities include :
- As our customers' first point of contact, you'll be the friendly voice of our brand, providing world-class customer service, troubleshooting, through our telephony, webchat and digital support channels
- Receive, listen, and promptly respond to customers queries using your expertise, creativity, and passion to meet their needs
- Utilise your digital expertise to support in driving customer adoption and speed of response in driving right first-time resolution
- Maintain experienced knowledge and awareness of the market we operate in, keeping up to date with digital marketplace ensuring expertise are translated into creative solutions
- Championing the Customer providing valuable feedback to support continuous improvement through route cause analysis and tracking general patterns
- Reporting issues to IT to reduce failure demand as quickly as possible
- Support our customers in becoming Digital Adopters, being an advocate of our systems
What we are looking for :
- Digitally savvy with experience supporting customers via phone, e-mail, web & video chat providing real time support
- Customer service focused, being responsible for the customers' experience including comprehensive issue resolution
- Problem solving skills - when presented with a customer request find a solution calmly and optimally
- Organisation skills - ability to multitask and sort large amounts of information, record, track and document with detail and accuracy
- Great teammate who is self-motivated and has the ability to work independently in a fast-paced, constantly evolving digital environment
- Digital literacy and knowledge (software, email, video chats)
- Excellent verbal and written communication skills and ability to influence key partners
How to apply :
Confident this sounds like you? Please click below to complete our online application form and attach your CV in either Word or PDF format.
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