Overview
Service Support Assistant – Milton Keynes
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
Our Service Support Assistants provide customers with first level support through taking calls and handling the resulting incidents or service requests, using the incident management and request fulfilment processes, in line with service objectives
Key Responsibilities
- Administer registration accounts for Client Company Services. This is to include:
- Enabling new requests and renewals for accounts after a full review
- Disabling accounts where they are no longer appropriate
- Unlocking accounts and user access when appropriately requested via email
- Deal with general account enquires
- Suspending accounts when requested or appropriate
- Escalating customer Incident tickets to technical support where necessary
- To ensure that access to systems are carried out in line with current security policies
- To ensure that any potential breaches identified are reported
- Progress 1st line calls, keeping customers updated, according to the commitments in the customers’ SLA
- Logging customer calls as tickets in a clear, concise and professional manner, ensuring all the necessary details are accurately captured
- Monitoring customer support requests submitted via email
- Complete Third Party Access requests and provide responses as password protected documents
- Complete 4th Directive requests and manage enquiries
Skills and Experience
- Logical problem-solving approach is essential
- Concise and accurate written and verbal communication skills
- Professional and confident telephone manner
- Customer Service experience essential
- Basic knowledge of Microsoft Office
Job Title: Service Support Assistant
Salary: £24,300
Grade: 7
Working Hours: 35 per week 9am to 5pm Monday – Friday
Job Type: permanent
Office Location: Milton Keynes
IT kit supplied to you
£320 (before tax) start up allowance
Other Benefits include:
Contributory Group Stakeholder Personal pension scheme
Life Assurance
Employee Incentive Scheme
23 days holiday (plus public 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.
