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.
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
Scheduled Weekly Hours:40
Job Family:Customer Service
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.
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