Technical Support Specialist

30000.00 - 35000.00 GBP Annual + GBP30000 - GBP35000/annum
28 Feb 2019
28 Mar 2019
Contract Type
At Air Products, we've been helping our customers to become more productive, energy efficient and sustainable for more than 75 years. With approximately 16,000 employees and operations in 50 countries, we serve customers across a wide range of industries from food and beverage to medical, energy and transportation. We supply a unique portfolio of atmospheric and process gases, equipment and services.

If you're a motivated person with a passion for providing excellent customer service, and you're looking for an opportunity to learn, achieve and develop your career goals, we'd like to hear from you.
As part of our dynamic service centre where there's never a dull moment, you'll have an integral part to play in safely supporting customers within the Air Products Cryoease and Liquid Bulk Business.
Your role will be to handle inbound interactions from our customers relating to orders and technical problems, and to liaise across the business to ensure we adhere to our service levels. Responding to our customers in a safe, friendly, supportive and timely manner. In return you'll enjoy extensive training, the opportunity to build a wealth of transferable skills, and on-going coaching and support to enhance your development and open progression prospects.

What you'll do

* Deliver safe excellent customer service to new and existing customers by efficiently & confidently managing inbound calls achieving customer satisfaction.

* Maintain, develop and apply knowledge of relevant products process area to respond to queries and request from customers within a defined timescale.

* Use all customer contacts as an opportunity to identify customer needs and voice of dissatisfaction. Take personal responsibility in these instances to ensure appropriate action is taken to resolve issues and improve working practise.

* Target retention of business through customer care and efficient service.

* Instigate & drive through process improvement initiatives to make us easier to do business with.

* Provide safe support and assistance, especially to those within your team, as well as other teams while being accountable for your own performance.

* Timely and accurate administration work, including recording of full notes on all systems.

* Develop the skills and behaviours targeted in your Personal Development Plan to support improved performance going forward.

* Make safety part of all activities to help attain industry leadership in safety performance, in line with our 'Total Safety Philosophy'.

Key skills and experience required:

* Passion to deliver excellent customer service

* Maths & English GCSE (C+)

* Confident and professional telephone manner

* Friendly and able to communicate at all levels

* Excellent organisation skills

* Good working knowledge of basic computer programmes

* Proven ability to adaptable to change

* Team player

* Ability to learn, diagnose and relay technical information to a diverse customer base.

This is a shifted position:

Our Late Team Shift Pattern includes 09:00-17:00, 11:00-19:00, 14:00-22:00 per week. Our Early Team Shift Pattern includes 06:00-14:00, 07:00-15:00, 09:00-17:00 per week. Every third weekend there will be a requirement to work 1 day of the weekend with a day off being awarded in the following week. Weekend working times are 09:00-17:00 and 13:00-21:00 with weekend shift time being allocated as per contracted shift