Company Description

Sopra Banking Software works with more than 1,500 banks, building societies and specialized finance providers across more than 80 countries worldwide. We help them to develop, deliver and operationalise their digital transformation strategies. Using our suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.

Job Description

Sopra Banking Software is recruiting for an Apprentice Service Desk Analyst to join our professional customer dedicated team. This is a pivotal customer liaison role within our organisation; understanding customer requirements and delivering service excellence which exceeds expectations.  The role involves receiving, recording and validating incidents, problems and changes for our internal and external customers.  This is accompanied with the continuous incident monitoring and escalation of potential breaches to the Customer Service Managers and operational managers.  

The role follows a 2 shift pattern of alternate weeks of; 7:30 - 15:00 and 9:30-17:30 with a 30 minute lunch break.

Responsibilities:

• Recording of customer incidents, problems and change requests within the appropriate helpdesk systems. 
• Listening to the customer and understanding the impact and severity of the issues they face and acting professionally and appropriately to achieve resolution. 
• Progressing incidents to a successful and timely resolution, via liaison with Sopra personnel and customers. 
• Provide feedback to customers on progress of incidents, problems or changes requested on a committed basis. 
• Monitoring incidents against service level and provide warning and escalation of any pending service level breaches to the appropriate internal personnel. 
• Provide regular internal management information as requested. 
• Cleansing of customer data to meet Data Protection and Model Clause Agreement limitations. 
• Provide regular customer reports as per agreement with the Customer Service Managers. 
• Act as the conduit for general customer communication. 
• Follow processes and procedures as per the standards deployed. 

Qualifications

We are interested in hearing from you, if you have most of the following attributes:

• Excellent customer service skills with the ability to establish rapport with internal and external customers.
• Ability to influence key decision makers to deliver results for our customers.
• Be a team player with a positive 'can-do' attitude, capable of delivering results, making decisions and communicating effectively at all levels.
• Show willingness to develop skills within a team environment.
• Microsoft Office skills (Outlook, Word, Teams, and Excel).
• Flexibility of approach to deal with changing priorities and deadlines.
• Self-motivated and able to be relied upon to get the job done.
• Must demonstrate a high level of accuracy, reliability and consistency.

If you do not have all of the above experience or skills we would still like to hear from you.

As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straight forward credit check for CCJ’s, bankruptcy and a criminal record check, however if you wish to know more about what is or is not acceptable please ask our recruitment team.

Additional Information

Sopra Banking Software are a certified Great Place to Work!

We offer flexible – hybrid working model of 2 days in office and 3 days working from home. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working. 

By joining the Sopra Banking Software team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including 25 days holiday with an option to buy up to 5 more, a 6% employer pension contribution, a buy one get one free employee share scheme, private medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.

We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department.

Salary for this role is £20,000 per annum

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.