Venesky-Brown’s client, a public sector organisation in Dalkeith, is currently looking to recruit a Helpdesk Representative on a rate of £13.52/hour PAYE. This role will be based onsite. The working hours are Monday – Thursday 8:30am – 4:30pm & Friday 8:30am – 3:30pm. Responsibilities: - Manage inbound emails in a timely manner. - Identify customer’s needs, clarify information. - Record all conversations in our CRM system in a comprehensive way. - Build good working relationships in order to engage with customers and colleagues effectively. - Frequently attend ongoing training and briefs to improve knowledge and performance levels. - Focus on meeting Service Level Agreement targets and timescales. - Data entry: create and maintain records, standard reports and spreadsheets to ensure information is up-to-date, easy to access and accurate - Communicate with internal and external customers by phone, in writing (email and standard letters) and face to face where appropriate within tight timescales - Maintain a tidy work area and comply with all Health and Safety regulations - Dealing with Administration of VE Mark Sheets returned from centres Essential Skills: - Good Standard of education with strong skills in numeracy and literacy. - Previous experience in a customer services/support role. - Proven ability to deal with all enquiries and work as a productive member of the team. - Must be able to communicate appropriately and effectively with clarity both verbally and in writing. - Ability to work with accuracy and with an attention to detail in a pressurised environment. - Strong phone and verbal communication skills along with active listening. - Familiarity with CRM systems and practices. - Customer focus and adaptability to different personality types. - Ability to multi-task, set priorities and manage time effectively. - Attention to detail - Ability to take on new tasks in a positive manner - Experience of using Microsoft Office, databases & telephone systems in a customer focused organisation INADMIN