Senior Call Handler- Technology
Attractive Salary & Benefits
36.5 Hour week (Hybrid)
Newtownabbey
Who are we?
At Henderson Group, we are proud to be Northern Ireland’s leading foodservice provider. Our group encompasses Henderson Wholesale, Henderson Retail, Henderson Foodservice and Henderson Group Property. We employ over 5,000 staff and have been placed 4th in Ulster Business Top 100 Companies 2023.
We're a family-owned team that cares about our people and the community in which we live. Our leaders care about employees and our employees succeed together and celebrate the success of others. We are interested in your aspirations, interests and skills and we strive to support and inspire you to do well.
A look into the role
Henderson Technology are the proud creators of EDGEPoS, the multi award-winning global EPOS software system. We provide our retailers with the most innovative features and solutions for their EPOS software.
The Purpose of the role
Reporting to the Helpdesk Manager the Senior Call Handler will assist with the running of the Call Handling team.
The successful candidate will ensure we have a seamless Call Handling service across our core office hours, along with ensuring a collaborative relationship between the Call handling and Support teams.
Working as Senior Call Handler you will (not limited to):
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Administration of customer accounts & quality checks within the Jira Helpdesk system
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Training & monitoring of new team members, and supporting the Call Handling team to achieve targets
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Supplying weekly call log reports for multi-site retailers
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Interpreting customer issues to gain all key information while providing outstanding customer service
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Allocating call tickets to the Helpdesk team using call management software
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Liaise and work with the other Henderson Technology teams to assist with ongoing improvement and growth strategies
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Play an integral part in ensuring that the Helpdesk is operating efficiently in line with the customer service procedures, controls and service level agreements
Skills for Success
Joining us as Senior Call Handler the minimum criteria you’ll need is:
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At least 2 years Call Handling experience.
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Experience of IT support processes
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Experience of using Help desk call logging management systems
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Knowledge of MS Office Packages
The Attributes you’ll need include:
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Ability to work on own initiative.
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Ability to prioritise work and escalate where necessary
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Excellent telephone skills and proven customer care skills
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Proven communication skills, oral and written
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Effective organisational skills
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Ability to work effectively within a team under pressure and to tight deadlines
It is Desirable if you have:
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Previous experience of retail EPoS system technologies
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Experience of convenience retailing business processes
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Experience of leading a team
Are we right for you?
As part of this role, it will be important that you feel aligned with the values that we live and work by.
Ambition – We always strive to be better. We seek new challenges and look for ways to do things better.
Customer First – We provide exceptional service. We put customers at the heart of everything and support our communities.
Teamwork – We succeed together. We help colleagues to succeed, and we share our knowledge and skills.
Integrity – We are fair, honest and ethical. We treat everyone with dignity and respect. We are inclusive and champion diversity.
The Reward
The impact you can make with Henderson Group goes far beyond your day to day. You will be part of a business supporting defibrillator installations and school sports days. In the last year Henderson group staff and retail stores raised over £1 million for charity partners.
You will have the balance necessary to enjoy your job and your life. We will help you to feel proud of what you do and achieve. And we will be here to celebrate your success.
Our business has been recognised externally for delivering excellence in employment. We value employee development and heavily invest in our people.
Benefits include market competitive salary, contributory pension scheme, healthcare, life assurance, employee assistance programme, social club, Perks Offers/Discount scheme throughout UK/Ireland, staff discount (grocery/fuel) at SPAR/EUROSPAR Henderson Group company-owned stores and many more.
This is a full-time position working 36.5 hours per week. Working hours will be 8:45am-4:45pm Monday to Thursday and 8:45am-3:45pm Friday. Hybrid and flexible working arrangement available. You may be required to cover Public holidays on occassion.
If you'd like to speak with us before making your application, our Talent Acquisition Specialist - Joanne McClelland would be happy to have a confidential chat with you about the role on offer - email joanne.mcclelland@henderson-group.com to get in touch.
Completed applications must be submitted online by midnight on Monday 13th May 2024.
We are an equal opportunities employer.
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