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About Us
Operating in nearly 40 countries across the world, our purpose is to be the best part of the journey. Whether our customers are flying abroad on holiday, heading off on a business trip or commuting to work by train, we aim to offer them food and drink experiences that meet their many different tastes and needs.

What You’ll Get from Us
Our Commitment to learning and development is our commitment to unlocking our people’s success. We strive to provide a wide range of resources that boost our people’s skills today, and help them fulfil their potential tomorrow. No matter where you join us, you’ll have all the tools you need to take charge of your development. Surrounded by like-minded colleagues and guided by industry experts, it’s your career, your way at SSP.

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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