Senior Helpdesk Officer £24k

  • Location
    Barnet, Greater London
  • Category
    Call Centre & Customer Service - 1st line support
  • Contract Type
  • Industry
    Charity & Not for Profit
  • External Reference
  • Salary

Office Angels are delighted to be working alongside an experienced team of specialists in the arts and cultural sector that provide a wide variety of audience insight, research and consultancy services. As a thriving, fast-growing not-for-profit organisation they work with hundreds of clients that are comprised of organisations of all sizes across the sector, providing sound advice, cutting edge intelligence and breakthrough ideas to develop and grow their audiences.

As Client Support Officer your role will be to ensure all clients receive the best support and customer service in order to gain the most from their software.

Experience of delivering presentations or training both in-person and/or remotely is ESSENTIAL

Candidates without this experience will NOT be shortlisted.

This is a permanent position with working hours 10/6pm (flexible) Excellent benefits and ongoing training

Duties will include:

  • Provide first-line support to clients and stakeholders, to help them register for, understand and use our products and services and to troubleshoot technical problems

  • Work with the Support & Community team to ensure continuity of customer and product support, by matrix working to provide support and cover for client enquiries

  • Administrate client support tickets using Support Helpdesk software (Freshdesk)

  • Administrate client contact communications and track transactions using CRM system (Microsoft Dynamics 365)

  • Update and manage client accounts on the product websites using a WordPress based Content Management System

  • Client liaison to facilitate the collection of information regarding survey set-up, design and methodology

  • Assist with the administration of client organisations' Audience Finder dashboard

  • Be the first point of contact for information requests about our client relationships from internal sources

  • Maintain accurate administrative records of product take-up to ensure that clients are supported and billed accordingly and to facilitate internal sales reporting

  • Contribute to the development of an accurate client segmentation system

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser:

To speak to a recruitment expert please contact Nicole Blackman