Motor Insurers' Bureau (MIB)
Service Support Assistant
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About MIB
At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.
Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.
About the role
As a Service Support Assistant, you will provide first-line support to customers by managing incoming calls, incident tickets, and service requests. You will follow established incident management and request fulfilment processes to ensure efficient resolution in line with service objectives. The role may also involve undertaking other reasonable tasks across the wider Customer Operations function to support collaboration, enhance efficiency, and deliver excellent customer experiences.
Key Responsibilities
- Provide first-level customer support by responding to calls and service requests in a professional and timely manner.
- Log and manage incidents and requests accurately using the ticketing system, ensuring all required information is captured.
- Administer account registration and renewals for Client Company Services and MIB Managed Services following a full review and due diligence.
- Disabling or suspending accounts where appropriate.
- Unlocking accounts or restoring access when correctly authorised.
- Handling general account enquiries and ensuring changes comply with security policies.
- Escalate tickets to Product Owners and Third Party Helpdesk where necessary and monitor progress to resolution.
- Ensure all access management activities comply with current security policies and promptly report any identified breaches or concerns.
- Progress first-line calls in accordance with customer SLAs, keeping customers informed throughout.
- Monitor and respond to support requests submitted via email.
- Complete Third Party Access requests, providing responses as password-protected documents.
- Manage and process Information Centre Agreement requests and associated enquiries.
- Conduct due diligence checks on Third Party requests to ascertain correct information to provide in line with internal policies and GDPR.
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Skills and Experience
- Experience of providing first-line customer support across multiple channels, including calls, email, and service requests.
- Strong problem-solving skills, with a methodical and logical approach to resolving issues.
- Excellent written and verbal communication skills, with attention to accuracy and clarity in all communications.
- Professional and confident telephone manner, with the ability to manage interactions with internal and external stakeholders effectively.
- Ability to monitor service requests against SLAs, prioritise workloads, and maintain proactive communication with customers and stakeholders.
- Experience working within a Service Desk or First-Line Support environment is desirable.
- Familiarity with Windows operating systems and knowledge of Microsoft Office applications.
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Job Title: Service Support Assistant
Level: WL 1
Working Pattern: 20 hours (Monday - Friday)
Job Type: 9 months FTC
Salary: £15,596
Office Location: Milton Keynes
Benefits
- IT kit supplied to you
- £320 (before tax) start up allowance
- Hybrid working (2 days in the office per week)
- Contributory Group Stakeholder Personal pension scheme
- Life Assurance
- Employee Incentive Scheme
- 23 days holiday (pro rata/part time - plus bank holidays)
- Holiday purchase scheme
- Sports and Social Club
- 24/7 Employee Assistance Programme
- Free access to online tools to support mental and physical health
- Enhanced maternity, paternity and adoption leave
- 1 volunteer day each year and charity matched funding scheme
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.
So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.
We aim to keep this advert open until the closing date, but on occasion we may close it early if application numbers are high
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