Franchisee Support Desk Advisor

Reference Number: J11078
Salary: Competitive
Location: High Wycombe
Contract Type: Permanent

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FRANCHISEE SUPPORT DESK ADVISOR

PURPOSE:

To provide an excellent customer service to support Franchisees, internal teams and customers

ACCOUNTABLE FOR:

  • Logging and resolving all incoming enquiries (via email, telephone, or relevant systems) to the support desk
  • Reporting any trend information escalated within the support desk system
  • Responding to franchisees, staff and their customers in an appropriate and timely manner to find an amicable resolution, whilst always maintaining an excellent customer service ethic

MAIN RESPONSIBILITIES:

  • Log all incoming enquiries through the support desk in to the relevant system(s) accurately and in a timely manner, working towards company SLAs
  • Maintain the security and confidentiality of personal data in line with GDPR regulations
  • Co-ordinate the capture of all franchisee support issues and facilitate resolution with teams and/or external suppliers as appropriate
  • Monitor product escalations from within the support desk system and access the system(s) each business day to ensure that any open tasks are acknowledged, updated and resolved
  • Take responsibility for the identification of any evident complaint trends, alert relevant parties as necessary in the event of issues of a similar or business critical nature being identified
  • Use systems available to generate reports to aid performance management of suppliers and distributors and ensure SLAs are maintained in regard to resolution times
  • Facilitate and administer system updates to franchisee store changes where necessary e.g. store transfers, careers website
  • Ad hoc / reactive tasks as required and completed within agreed timescales

QUALIFICATIONS, SKILLS AND KNOWLEDGE:

  • Previous customer service experience (ideally, but not essential – would consider applicants with retail or hospitality experience looking for an entry to an office environment)
  • Ideally have knowledge of a franchise environment
  • Knowledge of IT systems – Microsoft Office Suite (use of CX systems an advantage)
  • Excellent written communication skills
  • Ability to speak a 2nd (European) language desirable but not essential

PERSONAL QUALITIES:

  • Team player with good listening skills
  • Responsive
  • Gain a good understanding of the company’s systems
  • Accurate completion of reports
  • Analyse issues effectively and identify trends
  • Strong customer service skills – excellent telephone manner
  • Empathetic to franchisee challenges and issues
  • Ability to follow procedures
  • Self-motivated
  • Ability to grasp basic technical knowledge
  • Good organisation skills
  • Resilient
  • Calm under pressure
  • Ability to manage varied range of queries relating to different topics

We regret that due to the high volume of applications we are unable to reply to everyone. If your application is successful we will contact you within 5 working days. If unfortunately you do not hear from us please feel free to apply for future roles.

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To find out more about this vacancy please call 01628 627 222