Scaleform
Helpdesk Agent (Customer Service)
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Our Client
Our client is a purpose-led organisation focused on delivering lasting positive environmental impact across the UK. Through a large-scale national initiative, they are helping to drive positive behaviour change and create more sustainable outcomes for communities, businesses and consumers alike.
As they continue to grow, they are building a newly created Helpdesk team and are looking for a Helpdesk Agent to play a key role in supporting customers and stakeholders. This is an exciting opportunity to join the business at an early stage and contribute to the success of a high-profile programme with significant long-term impact.
The role reports into the Helpdesk Team Leader and is based in Milton Keynes, with the option to work from home two days per week.
The Opportunity
As a Helpdesk Agent, you will be the first point of contact for customers and stakeholders, delivering a high standard of support across multiple communication channels. You'll play a vital role in ensuring enquiries are handled efficiently, accurately and professionally, helping to create a positive experience for everyone engaging with the organisation's services.
Working within a fast-paced and evolving environment, you'll follow established processes, accurately record information, escalate issues where required and contribute to the ongoing development of the Helpdesk function.
Key Responsibilities
- Respond to enquiries across all support channels in a professional, friendly and timely manner.
- Resolve customer and stakeholder queries within agreed service levels, escalating more complex issues where appropriate.
- Accurately record and categorise enquiries using internal systems, ensuring all information is complete and up to date.
- Follow established procedures, guidance materials and knowledge resources to ensure consistency and accuracy.
- Manage your workload effectively to meet service standards and performance expectations.
- Monitor enquiry volumes and identify trends, risks or recurring issues that may require further attention.
- Maintain high standards of quality, accuracy and professionalism across all interactions.
- Work collaboratively with colleagues to support continuous improvement initiatives and enhance service delivery.
- Identify opportunities to improve processes, customer experience and operational efficiency, sharing feedback with the wider team.
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What Success Looks Like
- Enquiries are resolved accurately and within agreed timeframes.
- Customers and stakeholders receive clear, professional and helpful support.
- Cases are logged, categorised and managed correctly.
- Escalations are identified and handled appropriately.
- Service standards and internal processes are consistently followed.
- Opportunities for improvement are proactively identified and communicated.
About You
- Previous experience within a customer service or helpdesk environment.
- Strong written and verbal communication skills, with a friendly and approachable style.
- Excellent attention to detail and the ability to follow established processes accurately.
- Comfortable working across multiple systems and managing a varied workload.
- Calm, professional and customer-focused approach to problem solving.
- Strong organisational skills and ability to prioritise effectively.
- Positive attitude with a willingness to learn and adapt within a growing organisation.
- Able to work independently while contributing positively to a collaborative team environment.
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Recruitment Process
Our client believes in a straightforward and transparent recruitment process:
- Initial screening video call (recruiter)
- In-person interview (with hiring manager & team)
- Offer
Why Join?
This is a unique opportunity to join a growing organisation at an exciting stage of its journey. You'll be part of a newly created team helping to deliver a programme that creates lasting positive environmental impact, while working alongside collaborative colleagues in a supportive and forward-thinking environment.
Benefits
- Competitive salary
- 34 days holiday, inclusive of bank holidays
- Flexibility in observing holidays. You may work on a local public holiday and take an alternative day off.
- 5% employer pension contribution
- Life insurance cover of 4x base salary
- Private medical insurance
- Enhanced family leave including maternity, paternity and adoption leave
- Hybrid working model: 60% office-based, 40% home-based
- Flexible working approach that supports individual needs, wellbeing and performance
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