Customer Support & IT Advisor

Job Description

Based at our contemporary head office and distribution centre on the outskirts of Preston, James Hall & Co. Ltd. have been established for over 150 years proudly serving communities across the north of England as supplier and distributor to over 450 SPAR stores.

We are proud to be one of the biggest employers in Lancashire with over 4000 colleagues who represent our core values of passion, enterprise, and family every single day.

Contract Type: Permanent

Hours of Work: 39 hours per week over 4 days, between the hours of 6:00am and 6:30pm and includes around 1 full weekend in 6 (6:00am to 4:30pm)

Location: Office based - James Hall & Co. Ltd, SPAR Distribution Centre, Bowland View, Preston, PR2 5QT

About the Role

We have an exciting opportunity to become part of our in house team of Customer Support & IT Advisors here at James Hall & Co. As a key member of our Customer Support Hub, you'll handle a blend of customer service and IT related queries. You'll ensure smooth operations by resolving customer issues, troubleshooting technical problems, and maintaining high service standards for our network of around 450 SPAR stores.

Here's What You Can Expect to be Doing

• Providing first-line support for customer queries: Addressing a range of issues from general service enquiries to IT support, including till problems, software issues and network outages.
• Collaborating with IT specialists: Liaising with the wider IT department for complex technical issues and following escalation processes to ensure timely resolution.
• Communicating effectively: Engaging with customers and internal teams through email, Microsoft Teams, telephone and face to face interactions.
• Managing and documenting incidents: Accurately recording and overseeing incidents while coordinating with internal and third party teams for swift resolution.
• Contributing to excellent customer service: Upholding our company's reputation through your commitment to quality service and technical proficiency.
• Taking personal responsibility: Proactively managing tasks, following through on commitments and seeking solutions independently rather than waiting for direction.

A Few Things About You

• Customer Service Excellence: A proven track record in delivering high-quality customer service, with the ability to manage customer expectations and resolve issues effectively.
• IT Support Experience: Strong understanding of troubleshooting hardware, software and network issues.
• Excellent Communication Skills: Both verbal and written, with the ability to explain technical issues clearly and effectively.
• Problem Solving Abilities: A proactive approach to addressing customer issues and a keen eye for detail.
• Adaptability: Ability to thrive in a fast paced, dynamic environment and work effectively under pressure.

Why Join Us?

James Hall & Co. Ltd. has one simple vision: to still be in business in another 50 years! To make this vision possible we need the best talent to join us on our journey. We are a family company and believe that if we look after our people, they will look after us.

Benefits

Loyalty Pay: Earn an additional £0.25 per hour over the financial year, with the hourly amount increasing the longer you stay.

20% Staff Discount: Enjoy 20% off your shopping in our company owned SPAR stores.

Annual Leave: Start with 30 days of annual leave inclusive of Bank Holidays. Entitlement increases with length of service.

Health & Wellbeing: All colleagues can access our on site registered nurses and physiotherapist at Bowland View for confidential support. We also run a year round programme of health and wellbeing initiatives covering physical, mental and lifestyle topics.

Company Sick Pay: We offer a Company Sick Pay scheme to support you during periods of ill health.

Pension & Life Insurance: Enrolled into the Nest pension scheme. After two years of service, receive life insurance cover.

Free On site Parking: All colleagues have access to free onsite parking.

Learning & Development: Our in house team will support fully funded, accredited training and industry recognised qualifications.

Grocery Aid Support: Access free, confidential 24/7 support through Grocery Aid - expert advice on mental health, financial concerns, legal issues and family support.

All information provided for applicants. Please consult our careers page for further details.