Client Service Desk - Technician

Trans Union's Job Applicant Privacy Notice Team Overview

Our team is the first point of contact for clients, providing excellent customer service and support with data amendments, troubleshooting queries, and the effective use of Trans Union systems. The team helps clients access accurate information and use our products and services effectively and efficiently, supporting a positive client experience. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Shift pattern:
Rotating shift pattern covering 07:00-15:30, 08:30-17:00, and 09:30-18:00, with the potential to progress to an evening and weekend on-call arrangement.

• Serve as the first point of contact for customers using Trans Union online and internal products and services, providing clear and professional support.
• Handle incoming telephone calls and emails, responding to customer requests accurately and efficiently.
• Log all requests and queries in the help desk system, ensuring that information is captured consistently, accurately, and to the required quality standard.
• Investigate customer queries, apply appropriate analysis and investigation techniques, and provide regular progress updates when required.
• Resolve queries through appropriate service channels, including face-to-face interactions, telephone, and email.
• Build and maintain effective working relationships with key contacts across the business and, where required, with external stakeholders.
• Maintain high levels of customer service by communicating clearly, building rapport, and supporting positive customer outcomes.
• Contribute to the continual improvement of services by identifying opportunities to improve customer support and query resolution.
• Work within clearly defined standard operating procedures while maintaining the required service and quality standards.

• Experience working in a service desk or call centre environment, with the ability to manage and resolve incoming customer queries.
• Experience in a customer-service-focused role, with a demonstrated ability to communicate effectively and build rapport with customers.
• A minimum of 7 GCSE's, or equivalent qualifications, including Mathematics and English.
• Strong written and verbal communication skills, used to explain information clearly and provide effective support through different service channels.

• Proficiency in Microsoft Office, particularly Microsoft Excel, to support accurate information handling and day-to-day service activities.
• Ability to use online and internal systems to investigate, record, track, and resolve customer queries.

• Experience using a help desk call-management tool to record and manage service requests.
• Knowledge of or experience within the financial services industry, which would support an understanding of relevant customer queries and business processes.

At Trans Union you will be joining a friendly, forward thinking global business.

As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days annual leave and bank holidays (increasing with service)
• Global paid wellness days off and a bonus day off to celebrate your birthday
• A generous contributory pension scheme and access to the Trans Union Employee Stock Purchase Plan
• Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

Trans Union - a place to grow:
If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

We recognise that our people need the…