About SY Plus
SY Plus is a UK business telecommunications company providing business phone systems, broadband, connectivity, mobile services and ongoing customer support.
Our wider team operates from Southampton and Shrewsbury, and we are now opening a small office in Harrogate. We are looking for a highly organised, proactive and dependable person to work alongside our founder while providing administrative support across the business.
The role
This is a varied position combining Executive Assistant responsibilities with customer call handling and general business administration.
Approximately 50% of the role will involve answering incoming customer calls and completing the administration arising from them. You will establish what the customer needs, gather the correct information and either transfer the call to the appropriate team member or create a clear and detailed ticket in Zoho Desk.
Calls may relate to technical support, billing, complaints, sales, account queries or general enquiries. You will not be expected to resolve technical or complex billing issues yourself, but you will be responsible for ensuring each enquiry reaches the correct person with all the information they need.
The remaining 50% of the role will involve supporting the founder with business and personal administration. This could include managing appointments, arranging travel, conducting research, obtaining quotations, drafting correspondence, coordinating with employees and suppliers, organising documents and making sure outstanding tasks are followed through to completion.
The Harrogate office will be a small working environment occupied by the founder and the successful candidate. You will also communicate regularly with colleagues based in our Southampton and Shrewsbury offices.
This is not a sales position or a traditional call-centre role. It is primarily an administrative and coordination position for someone who enjoys variety, takes ownership and can be trusted to handle tasks without needing to be continually followed up.
Key responsibilities
Customer calls and ticket administration
- Answer incoming calls in a warm, confident and professional manner.
- Identify whether an enquiry relates to technical support, billing, complaints, sales or another matter.
- Ask appropriate questions to understand the issue, its urgency and the action required.
- Gather accurate customer, company, contact and service information.
- Transfer calls to the correct team member when they are available and it is appropriate to do so.
- Take clear and useful messages when a call cannot be transferred.
- Create detailed tickets in Zoho Desk and assign them to the correct department.
- Check for existing tickets before creating new ones to avoid duplication.
- Update existing tickets when customers provide further information or call again.
- Record relevant deadlines, fault details, examples and temporary requirements.
- Follow up internally when an urgent or repeat enquiry needs attention.
- Keep customers informed without promising outcomes or callback times that have not been agreed.
- Maintain accurate records and handle customer information confidentially.
Executive Assistant and business administration
- Provide day-to-day administrative support directly to the founder.
- Help organise priorities, tasks, reminders and follow-up actions.
- Manage appointments, meetings and diary commitments.
- Arrange business and personal travel, accommodation, bookings and itineraries.
- Draft and manage emails, letters, documents and other correspondence.
- Carry out research and present information in a clear and useful format.
- Obtain quotations and compare suppliers, products or services.
- Liaise with employees, customers, suppliers, contractors and professional advisers on the founder’s behalf.
- Prepare documents, spreadsheets, meeting notes and summaries when required.
- Organise paperwork, receipts, records and digital files.
- Track outstanding actions and chase employees or external contacts when necessary.
- Assist with purchases, bookings, appointments and other practical arrangements.
- Help ensure the Harrogate office remains organised and professional.
- Handle confidential personal, customer and commercial information appropriately.
- Complete reasonable ad hoc business and personal tasks as they arise.
About you
You will be highly organised, resourceful and comfortable working closely with a business owner. You should be someone who takes responsibility for a task, works out what needs to happen and follows it through to completion.
You will need to communicate confidently with customers while remaining calm and professional when someone is frustrated or dealing with an urgent issue.
You should have:
- Previous experience as an Executive Assistant, Personal Assistant, Business Administrator or in a similarly varied administrative role.
- An excellent and confident telephone manner.
- Strong written communication and accurate note-taking skills.
- Excellent organisation and attention to detail.
- The ability to prioritise competing tasks and respond when priorities change.
- A proactive approach and the confidence to work without constant supervision.
- Good judgement and the ability to know when something needs to be escalated.
- Strong working knowledge of Microsoft 365 or Google Workspace.
- The ability to learn new software and processes quickly.
- Discretion when handling sensitive personal, customer and commercial information.
- The confidence to communicate with employees and external contacts at all levels.
- A dependable approach to attendance, deadlines and follow-up.
Experience using Zoho Desk, another CRM or a customer ticketing platform would be useful but is not essential. Previous telecommunications experience would also be helpful but is not required, as full training will be provided.
What we offer
- A salary of £32,000–£36,000, depending on experience.
- Permanent, full-time employment.
- Regular Monday-to-Friday working hours.
- A 4:00pm finish every Friday.
- A professional Harrogate office with free on-site parking.
- A generous annual leave package.
- Company pension.
- Training on our services, internal teams and Zoho Desk processes.
- A varied position with genuine responsibility.
- The opportunity to work directly with the founder and become a trusted part of the business.
Pay: £32,000.00-£36,000.00 per year
Benefits:
- Free parking
- On-site gym
- On-site parking
Ability to commute/relocate:
- Harrogate HG1 1TT: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Are you comfortable answering and triaging incoming customer calls, taking accurate information and logging detailed tickets in a customer support system?
- You are dealing with three things at once: a customer waiting for an urgent fault update, a supplier quotation that needs chasing, and travel that must be booked today. What would you deal with first, and why?
Experience:
- Administrative: 2 years (preferred)
Work Location: In person
