Are you our missing ingredient?

If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product. We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

You will be working with a team of 60+ Support Analysts delivering exceptional customer support to our portfolio of prestigious hospitality companies, 365 days per year. Your role will be to provide technical support and advice on all incoming incidents and requests, ensuring these are logged and handled in accordance with departmental guidelines and procedures.

Responsibilities:

• Logging incidents within our call logging software, ensuring all relevant information is obtained
• Providing problem diagnosis, using appropriate support tools and resolution for problems
• Assigning calls to the correct third party queues where appropriate
• Proactively managing customer expectations through to resolution, updating them on the progress of their outstanding incidents/requests
• Ensuring processes are documented and updated as necessary
• Ensuring Knowledge Base articles are regularly reviewed and updated

Required skills:

• You will be a talented and ambitious individual who thrives in a fast paced environment
• You will possess excellent written and oral communication skills with a proven track record for providing outstanding customer service in a similar role
• A solid technical background with a talent for troubleshooting and problem solving
• Strong analytical skills with a great attention to detail
• A flair for multi-tasking in a high pressured environment
• A collaborative and proactive approach in all aspects of your work

Salary:

£16,000 per annum

Working hours:

We operate a shift pattern basis to cover the core hours of our business which run from 7am to 1am. Our weekly standard shift patterns are 7am – 5pm, 9am – 6pm & 3pm – 1am.

Benefits:

• Life assurance
• Generous annual leave
• Birthday off, on the company
• High street discounts
• £1,500 interest free credit to spend on Smart Tech
• Cycle to work scheme
• 2x paid days per year for charity work
• Employee of the year scheme

Future prospects:

Discussed on completion of the apprenticeship as this is a fixed 12 month contract. 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

Important information:

This vocational apprenticeship comprehensively supports your specific job role with this particular employer.  Throughout your learning journey, you are fully supported by your dedicated QA skills coach and your mentor at work.  They ensure you settle in, help you develop all the skills you need to be successful in your job role and pass your assessments, and can provide one to one support.

Starting with insights into your current potential, they plan your growth in a programmatic way, close skills gaps with immersive training and ensure what you learn is applicable to what you do. They talk you through the specifics on the qualifications you gain and how they align in particular to your day to day role.

On completion, as well as the valuable work experience you have gained, you get a nationally recognised qualification at SCQF Level 8.

If you are interested in starting your career and receiving a work based qualification at the same time APPLY NOW!