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Helpdesk Executive

SSP -
London

Job details

Benefits

Employee discount

Qualifications

SharePoint

Full job description

About the Role

The provision of a ‘one stop shop’ operational advisory support service to units, managing key operational issues working within a set of agreed SLA’s.
To support our multi-channel SSP Customer Support centre ensuring timely resolution to all SSP Customer interactions both internal & external whilst working with a set of agreed SLA’s.
Ensure the daily, weekly and monthly reporting of customer care and helpdesk team are sent in timely manner.

What you'll be doing:

Carries out day to day helpdesk duties including answering calls, logging queries and resolving issues within agreed timescales.
Customer complaints are dealt with in line with our customer service policy, working with key stakeholders to ensure complaints are resolved in line with ours SLA’s
Provides supporting reports whilst highlighting trends for wider business use.
Maintain all reporting logs including refunds queries log to make sure that data is accurate at all times.
Utilise agreed escalation processes, liaising with key stakeholders to facilitate timely solutions.
Support the operational management of the workload planner and schedule communications to make sure that operations teams fully aligned with updates, communications and workload plans.
Provide OOH/weekend support when required.
Monitor and respond to social media account for the whole business.
Manage and support queries raised with operations helpdesk via Xurrent.
Manage SharePoint approvals, create comms, coordinate and send teams invites to operations, monitor weather and travel updates on daily basis and post comms, create and manage surveys.
Ensure support function teams follow the communications process.
Responsible for the operational workload and event planner

To be successful in this role you will need:

Essential

Sound knowledge of Unit Operations
High level of impact and influence with peer group and above as required
Great communicator at all levels with good telephonic skills
Ability to work at pace and under pressure and in difficult situations
Has a ‘can do’ approach and is a self-starter
Good understanding of excel and operational systems
Great understanding of social media

Desirable

Good multi brand knowledge/experience
Working knowledge of head office functions
Excellent communicator at all levels.
Has a ‘will do’ approach and is highly self-motivated
Has experience of dealing with difficult situations and bringing them to a successful resolution
Will deliver to tight timescales

Why Join Us

Employee Discounts across our brands (over 400 locations)
Friends and Family Discount App
Award-winning training, apprenticeships and development programmes
Health & Wellbeing support
Hybrid working model with flexibility for work–life balance
Inclusive and diverse workplace with employee networks and communities

Ready to start the best part of your journey?
Join us at SSP and play a key role in shaping the financial performance of our Rail Gourmet business — where your insight, collaboration, and ownership will help drive our success across the UK and beyond.

At SSP, we value diversity and are committed to building a team that reflects a range of backgrounds, skills and perspectives.

#LI-HH1

About the Role

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