Your passion for handling service incidents, queries and complaints and having a “can-do” attitude will be your most important attribute, but the following experience will also help:

• Experience in using a Service Management system to manage incidents and track performance.
• A strong ability to utilise active listening, analysing and understanding the needs of the customer.
• Customer Service experience, handling service incidents, queries complaints.
• Able to work rotational and varying shift pattens covering business needs from 07:00 – 23:00 7 days per week, 365 days per year.

Location: Birmingham

Contract: Full Time, Permanent

Salary: £24,000 to £25,000 (depending on experience)

Key Benefits: Pension, Private Medical Insurance, 25 days holiday (plus bank holidays & an extra day for your birthday), Discounted dental and gym schemes, Voucher scheme, Cycle 2 Work, Life assurance, Monthly values awards.

Your role as a Service Desk Analyst

Glide’s technology solutions transform the way people live and work and you will be a critical part of that.

A typical day might include:

• Acting as the first point of contact for Glide customers, responding positively, professionally and with empathy.
• Responding to customer incidents and requests, via telephone, email, live chat and social media, providing triage and troubleshooting to ensure that first contact resolution and/or first-time fix is achieved where possible.
• Case ownership, ensuring that customers are kept informed of progress, tracking and escalating issues as and when necessary.

Sounds good right, apply now as we are actively reviewing applications and arranging interviews.

A diverse and inclusive place to work

At Glide we believe that diversity and inclusion are fundamental to our success. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. As a business this diversity helps us to better reflect and understand our customers’ needs.

We are proud to be an equal opportunity employer and do not discriminate against any employee or applicant based on race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by law. We are dedicated to ensuring equal employment opportunities for all and providing a work environment free from discrimination and harassment.

We welcome applications from all qualified candidates and are committed to providing reasonable adjustments to ensure that everyone has a fair chance to succeed. If you require any accommodations during the recruitment process, please email hr@glide.co.uk.

Please note you must have a permanent right to work in the UK to be considered.