QinetiQ Support Agent

Job Title:       Customer Support Agent
Location:       Salisbury, Wiltshire
Package:       Highly Competitive Salary + Benefits Package  

Role Type:     Full time  / Permanent
Role ID:         SF17001

Be part of the QinetiQ journey. Join us as a Customer Support Agent at our Boscombe Down site where you'll be responsible for providing a professional service with a focus on excellent customer service, to all QinetiQ support users.

The role
As a Support Agent you’ll have a role that is out of the ordinary, providing a high quality, responsive and professional contact service for QinetiQ's internal and external global customers. You'll be responsible for identifying problems and providing deliverables from IT Password resets through to HR queries and Facilities issues providing first contact to multi-functioning support and escalating where appropriate.  

Day-to-day, you’ll:

• Support the delivery of a high standard of customer service communicating with tact and diplomacy at all times, taking accurate enquiry details, resolving IT issues and ES enquiries at first line and/or passing them on to the appropriate person in a timely manner
• Deliver predefined reactive first line fixes to consumer telephone enquiries as and when required
• Resolve standard queries and escalate more complex issues through the tiered support model
• Provide accurate information to customers and actively promote the range of services and access channel options available to customers
• Provide multi-function support to the business in the execution of customer enquiries via the phone and self-service portal.
• Handle all documentation and information in accordance with the Data Protection Act.

This role is full-time, 37-hours per week, and based fully on site at MOD Boscombe Down near Salisbury.

Essential experience of the Customer Support Agent

• Effective communications skills, both written and verbal
• Good understanding of how IT Systems work
• Customer Service experience with strong administration skills
• Proficient in Microsoft Office applications
• Proven problem solving abilities
• Enthusiasm combined with strong judgement.
• Proactive and driven, with a willingness to learn.

Qualifications for Customer Support Agent

• Must hold or be willing to undertake the “Data protection for High risk Roles” qualification.

We value difference and we don’t have a fixed idea when it comes to background or education, provided you can show the required level of experience and willingness to learn then we would like to hear from you.

Please note that all applicants must be eligible for SC clearance, as a minimum.

UKSV National Security Vetting Solution: guidance for applicants - GOV.UK (www.gov.uk)

Our Benefits

• Generous holiday allowance
• Health Cash Plan, Private Medical Insurance and Dental Insurance
• Matched contribution pension scheme, with life assurance
• Employee discount portal: Personal Accident Insurance, Travel Insurance, Restaurants, Cinema Tickets and much more.
• Holiday Trading is a benefit that allows most employees to buy up to 5 days’ additional leave.
• We are proud to support the Armed Forces community by honouring the Armed Forces Covenant.
• Payroll Giving and Volunteering - helping charities and local community.

Why join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

You’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in an diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Read more about our diverse and inclusive workplace culture here.  

Joining QinetiQ offers you an opportunity to work on a broad range of interesting defence-based projects with vast career progression across a global organisation in addition to competitive personal and professional benefits.  You’ll receive a highly competitive salary and benefits package: our basic salaries are very attractive as we constantly review what’s happening in the market. The range of benefits that we offer include, adaptive and flexible working, generous holiday entitlements, Health Cash Plan, Private Medical Insurance and Dental Insurance and much more. 

About QinetiQ

As a company of over 6,000 dedicated professionals, we are a world-centre of excellence in research and development and act as a catalyst for fast-track innovation, offering outstanding experimentation facilities, and technical, engineering and scientific expertise. QinetiQ is made up of dedicated experts in defence, aerospace, security and related markets, all working together to explore new ways of protecting what matters most. Being part of QinetiQ means being central to the safety and security of the world around us. Partnering with our customers, we help to save lives; reduce risks to society; and maintain the global infrastructure on which we all depend. Come and find out how you can play a role.

Please note that many roles in QinetiQ are subject to national security vetting. Applicants that already hold the appropriate level of vetting may be able to transfer it upon appointment, subject to approval. A number of roles are also subject to restrictions on access to information that mean factors such as nationality, previous nationalities held and the country in which you were born may have an effect on the roles that you can be employed in.