Unilink
Customer Service Advisor
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About Unilink
Unilink Software is a fast-growing, international company and the leading provider of innovative, award-winning software solutions for the criminal justice sector. Our mission is to empower governments and businesses around the world to effectively secure their operating environments, intuitively manage their data, become more efficient, and foster a culture of rehabilitation.
We aim to create technologies that people can rely on so that justice systems work well. We foster a culture of continuous improvement, innovation, and excellence. We care about our staff, our customers, the environment, and everything we do - principles encompassed in our social purpose statement.
We work with fantastic customers - government and private sector organisations in the UK, Europe, and Australia - who use our software solutions to reduce the administrative burden on staff, improve the information flow and security as well as to implement digital solutions to assist in rehabilitation of people in their care.
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We are growing quickly, expect that growth to accelerate and are looking for enthusiastic, passionate, and driven individuals to join our team. Our offices are in London, Southampton, and Newcastle, but our staff are located the UK, Europe, and Australia. We offer flexible working, a good benefits package and competitive salary.
UTS Customer Service Advisor
Location: Remote UK
About the role
At Unilink, we pride ourselves on delivering a supportive, caring and friendly experience to our UTS customers. We are currently seeking a dedicated and experienced full-time Helpdesk Advisor to join our professional UK-based team. In this role, you will play a vital part in investigating and resolving customer enquiries with compassion and a strong focus on ensuring customer satisfaction, primarily on the telephone. You will identify and assess customer needs, provide clear support and guidance to both technical and non-technical users. While your primary focus will be telephone support, you will also handle customer enquiries via email as a secondary responsibility.
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Responsibilities & Duties
- Respond to customer enquiries for UTS services, via telephone and email.
- Handle suspended payments and process refunds efficiently.
- Address prison-specific requests with professionalism and care.
- Support the seamless operation of UTS services by assisting with additional tasks as required.
Experience & Qualifications
- Good ability to relate to customers with a strong customer focus.
- Excellent communication skills (listening, written and verbal).
- Possess a ‘can do’ attitude and remain calm under pressure.
- Strong attention to detail.
- MS Office Suite experience preferable.
- Able to work autonomously, as well as in a team.
- Operate in accordance with company procedures and standards.
- Ability to adhere to information security and data protection standards.
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