Service Desk Analyst

Octopus Legacy

THE COMPANY We're Octopus Legacy: one of the fastest-growing tech companies in the country, part of the UK's most exciting and best-trusted group, and we have a mission. We're on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death. We can't do it alone, and that's why we're assembling a team of top performers to build with us. Ready to be part of something big? THE ROLE Our Customer Success team are the single point of contact for customers after a death, guiding them from the very first bereavement call through to the administration of the estate. We're standing this team up now, ahead of the technology build, and we need someone to run it and shape it. As the Customer Success Manager, you'll own the day-to-day running, performance and development of our founding customer success team. You'll bring people together from across New Business and our bereavement support line into one team, make sure they're set up to give customers an exceptional experience while hitting their targets, split work sensibly across the day, coach people to do their best, and keep the team motivated through a period of real change and growth. The Customer Success model is new and still being shaped: the journey, the touchpoints, the targets, and the software around it. There will be ambiguity and a lot of moving parts. Your job is to thrive in that, bringing operational structure, calm and momentum, and helping your team feel supported and reassured as we shape the role and its tooling together. KEY RESPONSIBILITIES * Stand up and run the team: bring the probate sales and our bereavement support line together into one customer success team, and own its day-to-day, splitting work sensibly across the bereavement call, concierge, the probate quote, onboarding and executor support, and adjusting as priorities shift through the day. * Build the structure and ways of working: design the processes, playbooks and rotas for a role that is still being shaped, and keep them evolving as we learn what works. * Own performance against targets: ensure the team consistently hits KPIs across our operational excellence, customer experience and estate administration targets, keeping support-quality measures separate from conversion, spotting trends early and acting on them. * Coach and develop: run regular 1-1s that build trust and give honest feedback, set lower performers clear and supportive plans to improve, and stretch everyone to do their best work in line with our values. * Help us hire and scale: build the team ahead of the climb in volumes, playing an active role in bringing new hires in, from interviewing through to selection and onboarding. * Shape the software around the role: work with Tech and Product on the apps we are bringing into Ollie now, and on the unified CRM that will let the team take the journey end-to-end, feeding in the features your team needs most. WHO ARE YOU? * Deeply empathetic: you never lose sight of the person behind the case, and you build a team that holds that same care for every grieving customer. * An experienced people leader who has run, coached and grown a team, ideally in customer success, sales, advisory or a similarly fast-paced environment. * An operator at heart who thrives in ambiguity and chaos, and instinctively brings structure, process and momentum where there isn't yet any. * Someone who gets the best out of others: motivating high performers and patiently lifting those who are finding it harder. * Comfortable with numbers and targets, able to read team performance data and turn it into action. * Calm and clear under pressure, especially when conversations, with grieving customers or your team, are tough or emotional. * Organised and decisive, able to juggle competing priorities and make quick calls on workload and cover. * Commercially aware, with a genuine instinct for what's right for the customer. * Comfortable building in the open: happy to shape a role and its tooling as you go, and to change course as we learn. * A team player who leads with kindness and genuinely cares about doing meaningful work. What success looks like * One advisor per customer. The single-point-of-contact model holds - customers no longer get passed between people across their journey. * Top-of-business service quality: Develop a team with clear targets including CSAT 4.9+, complaints under 1%, 90% first-contact resolution and the personalised plan delivered within 2 hours of the call. * Launching a new team: This role requires an individual to launch a completely new team which will in turn transform the way estate administration is dealt with across the UK. Think setting up new processes, defining structure and reporting directly to the senior team. * Scales without quality dropping: developing team onboarding plans and structured growth programmes to ensure the team scales at a rapid pace while maintaining quality * Launching a CRM: We're currently building our own CRM. This role requires close work with both the tech and operation teams to ensure the smooth launch while continually identifying areas to improve this. * Bringing AI to the forefront: We're an AI Led tech business. Successful use of AI will be a key part of within this role, helping us scale quicker and deliver a better customer experience WHY YOU'LL LOVE IT HERE * As a customer-first company, the customer success team is our most critical function for meeting our growth goals, so the work you and your team do sits right at the heart of the business. * We're part of a group that believes work should mean something. You'll be trusted to do what's right, supported to grow, and encouraged to shape the way we work. * You'll be part of a team you can truly count on, colleagues who support each other and put customers first, every day. * You'll be building something from the ground up, helping define what great leadership looks like in our founding customer success team. * A fast-growing business with real room to learn, grow and influence change. * Competitive package, great benefits and clear opportunities to progress. OUR MISSION Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human, letting people share more than money: voice notes, music, recipes. A legacy that connects them while they're here, and after they're gone. Founded by Sam after his mum died suddenly, we're a group of people who work in death because we've been affected by it. We know the difference a good plan makes, and what it's like when there isn't one. We see a world where people talk openly about death and work out the real meaning of legacy, one that connects to them. We're here to make that world happen. BENEFITS * Octopus share incentive scheme. * 27 days holiday + an extra day off for your birthday. * Work from anywhere in the world for up to 4 weeks per year. * Vitality Health & Life Insurance. * Pension scheme. * Enhanced parental leave. * Free Will & LPAs + discounts on other Octopus services. * Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme. * Octopus Giving: we match any charitable fundraising you do up to £500. * Octopus Springboard: where we help our employees become fully-fledged entrepreneurs. * Dog-friendly office, breakfast every day, snacks and wellness activities. We know that to be truly innovative we need a diverse team around us. That's why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.

Agilisys

Title: Service Desk Analyst (6 month contract) Location: Rochdale, UK Division: Agilisys Managed Services Reports to: Service Desk Manager Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services? Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences? Do you want to have the opportunity to provide a quality technical first-line service to all customers, aiming to satisfactorily resolve 75% of incidents received? If so, we would love to hear from you! ABOUT US Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data. OUR VALUES Partnership: we become one team and family with organisations, helping them to navigate change and stay agile. Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens. Innovation: we bring together the right technologies and services to design solutions that work. Passion: we are passionate about - and dedicated to - public services and improving people’s lives. THE ROLE Key responsibilities The Service Desk Analyst is a vital role within Agilisys and this role will be responsible for the recording of all incidents, service requests and requests for change (RFCs) that come to the Service Desk via phone or email. Specific duties Depending on the project, you will need to be comfortable doing the following: * Work on the ICT Service Desk, accurately recording all calls offered by either phone or email into the Service Management Tool (SMT). * Communicate with user by phone, email and via intranet * Deliver a high standard of customer care, by taking ownership of incidents * Take part in IT service improvement * Provide technically accurate solutions to users and customers. * Aim to resolve 75% of incidents at first point of contact (75% first time fix), with or without the aid of remote control software. * Maintain the accuracy of the SMT and related databases by updating new user information, relocations etc. * Update the Knowledge base by adding articles and supplying new documentation where appropriate. * Continuous communication with internal customers to provide updates on incident resolution * Liaise directly with external maintenance suppliers Opportunity This role is an excellent platform for experienced professionals to take their career to the next level and an opportunity unlikely to be found anywhere else. As a Service Desk Analyst, you will have the chance to work in a dynamic and innovative environment, where you will be able to make a real difference to the delivery of public services. ABOUT YOU The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role. The Ideal Candidate * Experience of working within a customer service environment, preferably within IT * Good problem-solving aptitude and skills. * A positive analytical attitude to support process and performance improvement. * Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available. * Knowledge of current Microsoft Windows computer operating systems. * Knowledge of hardware and systems software installation and support. * Knowledge of PC hardware components and peripherals. * Knowledge of standard business applications e.g. current Microsoft Office suites, popular web browsers, Microsoft Exchange email clients. WHAT WE CAN OFFER YOU: This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development. Benefits include: • Enhanced Pension Scheme • Health Insurance • Life Assurance • Access to exclusive discounts and offers through the company’s “Perks at Work” scheme • 25 days annual leave (with the option to buy more) PROCESS Simply submit your CV. By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing talentacquisition@agilisys.co.uk – but please note that this means we will no longer consider you for the role you have applied for. We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent. Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.

City Electrical Factors

Join one of the UK’s largest electrical wholesalers as we reimagine our technology for the digital age. We’re modernising our legacy systems and building new platforms powered by AWS and AI — and we need creative minds to help us shape the future!