Helpdesk Executive
| Posting date: | 26 May 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 25 June 2026 |
| Location: | London, NW1 7HW |
| Company: | SSP Food Travel Experts |
| Job type: | Permanent |
| Job reference: | 1507594721 |
Summary
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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