Our Role
To provide first line support to The White Company’s internal staff & stores. Work closely with 3rd party vendors to ensure services are delivered within the agreed SLA.
Main contacts: TWC staff – all departments, Third Party Vendors, IT Projects team, Business Stakeholders, Senior Management.
Scope: Acting as first point of contact for all Incidents and Requests raised by the TWC business and Stores. Working with other resolver groups (Application Support, Networks and Infrastructure) to own and resolve Incidents and requests.
The role requires coverage predominantly in our Northampton office. It also requires participation on an on-call support rota.
What you'll be doing
- Act as the first point of contact for support issues via phone, email, electronic request or in person.
- Accurately log, update and manage requests and incidents within the Freshworks tool.
- Log requests/incidents with 3rd party vendors as required.
- 1st line support to all TWC Internal applications and Email.
- Deliver exceptional customer service to our internal user base.
- Follow documented service management processes.
- Create knowledge base articles & documentation as required.
- Work within defined SLA’s.
- User / leaver process.
- Access Control.
- Mobile Phone and iPad setup and maintenance.
- Store and Office Printer setup and maintenance.
- Store Till support.
- Remote Desktop Support (Application installs, troubleshooting and repairs).
- Daily routines/checks.
- Taking on shift-left activities from other resolver groups.
- Monitoring and responding to Network outages.
- New starter Hardware installations.
- Be part of on-call rota to provide out of hours support.
What we’ll offer you
At The White Company, we value our employees for always going the extra mile for every one of our customers; we reward this with great benefits and competitive salaries.
- Discount - Up to 50% discount and access to regular Sample Sales.
- Holiday - 23 days rising to 25 with length of service.
- Holiday Buy – opportunity to buy up to 5 days holiday.
- Pension Scheme - enrolled in our Group Personal Pension schemes upon joining the business.
- Bonus - In addition to our competitive salaries, all our employees are entitled to join a discretionary bonus scheme (based on policy eligibility).
- Perkplace Benefits Platform – offering a variety of discounts across well-being and lifestyle.
- Wagestream Money Management app - access to Wagestream gives you power over your pay and supports financial wellbeing.
- Continued Development – We offer structured support from our own in-house Learning and Development Hub.
- Life Assurance.
Additional Benefits
- Fruit basket daily.
- Tea and coffee provided.
- Working from Home - option to work from home on Mondays and Fridays.
- Social - Christmas party/social events throughout the year.
- Seasonal Sample Sales.
- Volunteer Day - with a charity of your choice.
Our Equality Diversity and Inclusion statement of commitment
At The White Company we are committed to creating an inclusive culture that welcomes and celebrates a diversity of backgrounds and identities.
We are working together to ensure our environment is one where people can bring their authentic selves to work, where their contribution is valued, ability enhanced, and perspective appreciated. Where difference is respected, encouraged, and celebrated. Where you can feel you belong.
We are committed to an active Equality Diversity and Inclusion Policy, which starts with our recruitment and selection process.
We'd love you to join us on our journey.
Our Sustainability statement of commitment
We are committed to building a sustainable legacy that will enable a brighter future for people and our planet. We believe this should be reflected in everything we do.
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