• Provide the best solutions to employees via e-mail and/or phone, based on our clients’ benefits packages. At times, this may also include contacting the suitable stakeholders – Employer, Provider or other Thomsons teams etc.
• Handle first time resolution Darwin queries
• Deliver a high standard of quality on all helpdesk tasks;
• Meet and exceed helpdesk KPIs both individually and as part of a team;
• Gradually gain a correct understanding of legislation processes and regulatory changes
• Support peers in delivering urgent requests and re-prioritisation of workload where needed;
• Log all utilisation to meet business targets;
• Work closely with your Team Leaders and Quality Assurance Team to meet your objectives and improve based on the feedback received;
• Follow and adhere to a schedule of work that is subject to change dependent on the demands of the business.

We are looking for a PINK person, with:

• High standard of communication in English, both verbal and written
• Initiative and dedication to meet KPIs, deliver results and drive improvement
• High attention to detail and strong problem solving skills
• Good social skills, confident in speaking to people and dealing with challenges
• Accountability of calls and willingness to ensure the best solutions
• Assertive, ability to challenge processes to achieve a better service and experience to the client
• Preferred experience in working in a client support environment using a CRM system, as well as in meeting call/e-mail quality targets

What we offer:

• A yearly budget and the opportunity to build your own flexible benefits package
• Work as part of a geographically distributed team, with colleagues in UK and Singapore
• Fast-paced, agile work environment and the opportunity to work with our impressive client