Service Response Technician

At Hastings Direct, delivering great colleague experiences depends on strong collaboration across teams. As a Service Response Technician, you will be the first point of contact for colleagues who need support from Technology Services. You will provide responsive, professional, and customer-focused support by phone, chat, email, self-service channels and at the Tech Bar, helping colleagues stay productive and connected.

You will help deliver Hastings' Tech Bar vision by providing visible, accessible, and high-quality support. You will take ownership of issues from first contact to resolution and keep colleagues clearly informed throughout.

This is a 6-month fixed term contract and you must be able to work from our Leicester or Bexhill office at least four days each week.

About the role

•    Provide excellent customer experience across all support channels, including phone, chat, email, self-service and face-to-face support at the Tech Bar.
•    Represent Technology Services by creating a welcoming and approachable support experience for all colleagues.
•    Support the Tech Bar as a visible and accessible Technology hub where colleagues can easily get face-to-face help.
•    Welcome walk-in customers and provide professional support in a highly visible environment.

About you
•    Experience in customer service, a service desk, technical support or a multi-channel support environment.
•    Excellent communication and people skills, with the ability to explain technical information clearly and simply.
•    A strong customer focus and genuine commitment to excellent service.
•    Experience using IT Service Management (ITSM) tools.
•    Understanding of ITIL principles and service management best practice.
•    Strong awareness of information security, audit and operational controls, with the discipline to follow agreed processes and challenge or escalate gaps appropriately.

What we will give you:   

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice. 

Benefits

·       Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus 

·       Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award-winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support  

·       Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs  

·       There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more ….  

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

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