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Working hours: 35 hours per week, Monday to Friday
Duration: Permanent
Location: Gloucester
Job Ref: 203839
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About the role
Benefact Group are looking for an Apprentice Service Desk Adviser to join our Gloucester office.
The apprenticeship will run for 16 months alongside working within our Service Desk team, delivering exceptional customer service to the Group and supporting our first contact resolution approach.
Joining our rapidly expanding andinnovative Group presents a fantastic opportunity to develop your career andbecome an integral part of an inclusive, purpose-led organisation.
Key responsibilities
* Enhance value through quality of service and technical delivery
* Deliver exceptional customer service acting as part our GT Service desk team
* This role sits within the Service Desk function, which is the ‘face of IT’ being the first point of contact to the GT Department, providing excellent customer service, in person and remote, to the organisation.
* Adhere to company values and standards to reinforce Benefact Group’s ethos towards internal and external customers
Invest in Customer Relationships
* Proactively build successful internal and external relationships to deliver exceptional customer service and support our “right first time” FCR approach
Personal and Team Development
* Successful completion of the Group Technology Apprentice programme
* Demonstrate active commitment to owning personal development making best use of opportunities for on-the-job and formal training
* Act on audit results and agreed action plans to improve own performance and fulfil personal potential
* Engage with company communications to ensure personal understanding of key company/customer issues and Benefact Group strategic aims
Share and Collaborate
* To build own and team knowledge and expertise to enable the delivery of increasing levels of customer service
* Identify opportunities to improve current methods, practices and processes
Knowledge, skills and experience
* Interest in technology and problem resolution
* Excellent customer service skills, ability to be able to handle difficult situations and negotiate a satisfactory outcome
* Friendly, approachable, team player, willingness to learn, enthusiastic, able to deal with a fast paced changing environment, motivated, work off own initiative
* Good communicator
* The ability to build co-operative and productive customer relationships
* A clear appreciation of the need for exceptional standards of customer experience and evidence of a strong commitment to delivering improved standards
Desirable (but not essential)
* Awareness of corporate technology, including Microsoft Office 365 and Windows operating system, Active Directory
* Previous service desk experience, including use of an ITSM toolset (eg Ivanti, ServiceNow)
* Qualified as SDI SDA or ITIL Foundation, or Customer Service / IT-related qualification
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What we offer
* A competitive salary - let's discuss it
* Hybrid working
* Group Personal Pension - up to 12% employer contribution
* Generous annual bonus scheme up to 24%
* 25 days annual leave plus bank holidays, and a holiday buy and sell scheme
* A range of health and wellbeing benefits, including private healthcare, income protection and life assurance
* Up to £400 annual personal grant to a charity of your choice
* Encouraged to take at least one volunteering day per year
* Employee Assistance Programme
* Full study support to gain professional qualifications
* Access to virtual GP
* Enhanced maternity and paternity pay
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About us
Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.
We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.
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At Benefact Group, we are committed to creating aninclusive culture and building an environment where each and every one of usfeels valued and respected. We are a community made up of people with arange of different backgrounds, abilities, perspectives, beliefs and interestsand we value the strength this brings to us as a Group. We welcome applicationsfrom everyone.
If you need any additional support during therecruitment process, then please let us know.
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*Directory of Social Change’s UK Guides to Company Giving 2017-26