Helpdesk Executive

About the Role

The provision of a ‘one stop shop’ operational advisory support service to units, managing key operational issues working within a set of agreed SLA’s.

To support our multi-channel SSP Customer Support centre ensuring timely resolution to all SSP Customer interactions both internal & external whilst working with a set of agreed SLA’s.

Ensure the daily, weekly and monthly reporting of customer care and helpdesk team are sent in timely manner.

What you'll be doing

• Carries out day to day helpdesk duties including answering calls, logging queries and resolving issues within agreed timescales.
• Customer complaints are dealt with in line with our customer service policy, working with key stakeholders to ensure complaints are resolved in line with ours SLA’s
• Provides supporting reports whilst highlighting trends for wider business use.
• Maintain all reporting logs including refunds queries log to make sure that data is accurate at all times.
• Utilise agreed escalation processes, liaising with key stakeholders to facilitate timely solutions.
• Support the operational management of the workload planner and schedule communications to make sure that operations teams fully aligned with updates, communications and workload plans.
• Provide OOH/weekend support when required.
• Monitor and respond to social media account for the whole business.
• Manage and support queries raised with operations helpdesk via Xurrent.
• Manage SharePoint approvals, create comms, coordinate and send teams invites to operations, monitor weather and travel updates on daily basis and post comms, create and manage surveys.
• Ensure support function teams follow the communications process.
• Responsible for the operational workload and event planner

To be successful in this role you will need

Essential

• Sound knowledge of Unit Operations
• High level of impact and influence with peer group and above as required
• Great communicator at all levels with good telephonic skills
• Ability to work at pace and under pressure and in difficult situations
• Has a ‘can do’ approach and is a self-starter
• Good understanding of excel and operational systems
• Great understanding of social media

Desirable

• Good multi brand knowledge/experience
• Working knowledge of head office functions
• Excellent communicator at all levels.
• Has a ‘will do’ approach and is highly self-motivated
• Has experience of dealing with difficult situations and bringing them to a successful resolution
• Will deliver to tight timescales

Why Join Us

• Employee Discounts across our brands (over 400 locations)
• Friends and Family Discount App
• Award-winning training, apprenticeships and development programmes
• Health & Wellbeing support
• Hybrid working model with flexibility for work–life balance
• Inclusive and diverse workplace with employee networks and communities

Ready to start the best part of your journey?

Join us at SSP and play a key role in shaping the financial performance of our Rail Gourmet business — where your insight, collaboration, and ownership will help drive our success across the UK and beyond.

At SSP, we value diversity and are committed to building a team that reflects a range of backgrounds, skills and perspectives.

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