To our valued Leidos candidates:

Coronavirus is on everyone's mind with the effects being felt around the world. The markets are volatile, and we're all concerned for the health and safety of our families, friends, and colleagues. Please know that we're taking all necessary measures to safeguard our employees, customers and the communities in which we live, including following all recommended best practices around social distancing.

With that in mind, in an abundance of caution, we are canceling all face to face career events, such as job fairs and open house events. In the coming days and weeks, we will be hosting career events virtually, using our online chat tools so that we may continue our hiring practice safely and securely. You can find available virtual career events at https://career-events.leidos.com.

We are using telephone meetings and online chats via Brazen to conduct interviews and hiring discussions, and we are offering options for video interviews so that you can have a virtual face to face meeting with your potential new leader. We do not conduct interviews or extend offers via text or chat based social media, such as WhatsApp or MySpace.

Leidos will never ask you to provide payment-related information at any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. And Leidos will communicate with you only through emails that are generated by Leidos.com automated system. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to Chris Scalia, Leidos’ Senior Vice President of Talent Acquisition, at [email protected].

As a company, as a country, as a world, we have confronted challenging moments before. We are confident that, guided by our values and the strength of our community as well as the commitment we have to the important work we do each day, we will find our way through this time together. We will do this with the care and concern for one another and the common good that defines. Please keep those impacted by the virus in your thoughts.

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Job #: R-00024872
Location: Bicester
Category: Customer Service
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Rotating
Potential for Telework: No
Clearance Required: None
Referral Eligibility: Ineligible
Group: Civil

This job posting is no longer active.

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Description

Job Description:

Leidos Europe Ltd is seeking a Customer Service Desk Operator to work in the Customer Service Desk team within the Logistics Commodities Services Transformation (LCST) programme. Team Leidos is honoured to support the UK MOD’s Logistic Commodities & Services Transformation (LCS[T]) programme, a critical effort to enhance and improve the UK’s defence supply chain.

The Customer Service Desk is currently going through a significant change with a new system being introduced in May 2019 which will offer Customers a more dynamic and flexible approach to raising tickets with the Customer Service Desk and we are seeking driven, hardworking and dedicated individuals who would like to play a part in this exciting transformation.

This new and exciting role will consist of a team of 13 employees and the role will be of a very fast pace. Operators will provide out of hours support to Customers on Operations/Exercises across the UK and worldwide 24/7, 365 days a year. A full training package will be provided for all successful applicants.

Hours of work will be as follows:

This is a shift role and successful candidates will form part of a 6 person shift working 40 hours p/w on a rotational basis. The shift works on a 4 on, 4 off, 4 on, 3 off, 4 on, 4 off rotation with the following hours being worked on a rotational basis.

Days- 07:30-18:00

Lates- 13:30-00:00

Nights- 22:00-08:30

Suitable candidates for this role will be able to:

  • Communicate clearly and succinctly, in writing and verbally.
  • The ability to work under pressure.
  • Prioritise workload in order to ensure that Operational needs are met.
  • Establish themselves as a team player.
  • Good IT skills.
  • Previous experience of working within a call Centre environment would be preferred, however full training will be given.
  • You must be eligible for a baseline Security Clearance.

Main Duties and Responsibilities:

  • Receive, record and resolve customer queries by telephone/via Komodo.
  • Log all calls and emails appropriately ensure all customer interaction is recorded on the ticket.
  • Assign a reference number to each individual case raised.
  • When applicable, refer tickets unresolvable at Tier 1, to a Tier 2 agent.
  • Communicate all responses back to the Customer within 24 hours.
  • Answer all Customer calls within 2 minutes
  • Acknowledge all email contact within 30 minutes.
  • Any other duties assigned by your Manager.

Key Result Areas:

  • Ensure that Customer queries are resolved within 24 hours.
  • Ensure all KPI’s are met accordingly.
  • Keep the Customer updated on their open tickets via the Portal.
  • Train Customers to use the online Portal service rather than calling the Customer Service Desk.
  • Keep your Manager updated on any trends in customer queries.

External Referral Bonus:

Ineligible

Potential for Telework:

No

Clearance Level Required:

None

Travel:

No

Scheduled Weekly Hours:

40

Shift:

Rotating

Requisition Category:

Professional

Job Family:

Customer Service

Leidos

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Securing Your Data

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [email protected].

Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

This job posting is no longer active.

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