Client Service Desk - Technician; FTC)

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., 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.

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:

• 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, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver's seat of their professional development- while having access to help along the way.

We recognize that success comes when our associates thrive both professionally and personally; that's why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good - you'll work with great people, pioneering products and cutting-edge technology.

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