Service Support Advisor

Job type: Full-time, Permanent.

Location: Poole, Dorset.

Starting salary: £28,000.00 per year (rising to £29,000.00 per year upon successful completion of probation)

Grapevine is recruiting a Service Support Advisor to join our team in Poole, providing phone and email based support to our clients.

We’re looking for a highly driven team member who is able to work independently, but also collaborate with colleagues in a variety of roles across our employee owned business.

The ideal candidate will have a logical approach to problem solving, be able to communicate effectively to clients and colleagues, and adhere to a high standard of customer service.

We value internal growth and are looking for someone who is eager to learn new skills and progress.

As a valued member of the Grapevine Helpdesk, your day-to-day responsibilities will include:

• Customer Service: Acting as a key point of contact, handling enquiries, and providing assistance to clients, whether via email, call or in person.

• Service Delivery Support: Processing sales and contracts on behalf of the sales team.

• General Office Support: Answering the intercom – Greeting clients and signing for deliveries.

• Administration: Processing deliveries, invoices, and managing documentation related to deliveries.

• Stock: Weekly stock checks ensuring all goods are accounted for. Invoicing and dispatching courier parcels.

In addition to the above, you will be tasked with completing all stages of the training plans provided, covering each service area of our business; mobile, unified communications and IT, plus continuous on the job training as you progress in your role.

This role is office based, with the option of a remote working day following successful completion of probation.

Requirements of the candidate

• Personable, presentable, keen to learn with good initiative.
• Excellent face-to-face, telephone and written communication skills
• High standard of skills in literacy and numeracy.
• IT literate with experience of using Microsoft Word, Excel and e-mail.
• Able to solve problems that may occur.
• Prior experience of working efficiently as part of a team.
• Able to commute reliably to our Poole office.

Become a Co-owner of our employee owned business

In 2023 Grapevine transitioned to become an Employee Ownership Trust, meaning the business is now 100% employee owned. This gives you an exciting opportunity to become a full-time employee after an initial 6-month probation and then a 'Co-owner' of Grapevine after a further qualifying period.

There's no upfront financial commitment for our staff to become a Co-owner, all shares are held by a trust on behalf of the team. You do however have the potential to benefit financially from a profit share based on our annual performance.

We'll work with you to create a personal development plan as a Co-owner, in line with both your and our ambitions for the future. We actively encourage our Co-owners to continue their personal progression in achieving industry recognised certifications. We’ll allocate you time to learn, budget for exams and a mentor to support you with your personal development plan.

Initially you'll have 25 days paid holiday, plus bank holidays as standard, with additional holiday allowance granted for long service. We utilise an established company pension scheme and all Co-owners have access to health & wellness and employee rewards platforms too. After a qualifying probationary period, you will also benefit from the company Death In Service insurance plan.

Grapevine is an equal opportunities employer. The tenure of our Co-owners is a testament to the positive company culture we have built over 35 years and continue to add to. We welcome your contribution to this exciting new era for our business.

How to apply

To apply please send a CV and covering letter to Sign in to view email