Customer Service Customer Service

We are passionate about our Customers and strive to be the best.

The Helpcentre provides first, second and third line support to Zonal customers. Our Helpcentre Analysts use an on-line service to resolve operational and software problems reported by customers. In turn they liaise with Engineering Schedulers to arrange for faults to be resolved on-site as required.

Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

  • Analysts work on a shift rota basis. The Helpcentre is open 365 days a year, operating from 7am to 1am.

Technical Support Analysts

Technical Support Analysts are our in-house system experts and will be used to resolve more complex calls. They will act as the initial escalation route for the Team Leaders. Due to their technical expertise their assistance will also be required for project work from time to time and assistance with UAT and Field Trials.

Upgrades Analysts

Upgrades Analysts work in software support, the primary functions being planning upgrades, executing them and providing excellent communication with all stakeholders throughout.

EFT Technical Support Analysts

EFT Technical Support Analysts supervise and control all EFT and Audit related issues within the Helpcentre.

Project Services

This team delivers all ‘New Customer’ requirements, handling projects direct from the sales team. They work alongside the Account Services team to deliver existing customer upgrades and roll-outs.

Services:

Hot-staging, Site Surveying, Installations, Management & HO training, Onsite go-live support, System Configuration workshops, Head office Installations, configurations and support, Project Management, data build and maintenance as well as e-learning, and Head Office and Management Training .

Roles:

Within the Project Services department, we regularly recruit for the following roles:-

  • Systems Implementer/Trainer
  • Project Manager
  • Project Consultant

These roles are all field based – with the expectation that the employee will be expected to travel extensively according to business needs.

Account Services

Key Client Management

Our team of Key Client Managers are responsible for managing and maintaining the relationships we have with our major customers. They are traditionally based at the customer Head Office and manage a team consisting of a Project Manager and Support Coordinator.

Business Development Managers

Business Development Managers are responsible for managing multiple customer accounts based on their geographical location. These roles are field based – with the expectation that the employee will be expected to manage their own diary and travel extensively according to business and customer needs.

Key Department Objectives

Our Account Services team are responsible for managing the customer relationship for Zonal. They act as a business partner, advising and guiding on which products fit our customers best.

Current Vacancies

No vacancies found.

Why Work For Us?

  • Competitive salaries, reviewed annually
  • Annual profit share scheme
  • Contributory pension scheme (with Zonal making a contribution of 5% of your pensionable earnings)
  • Flexible employee protection scheme
  • Childcare vouchers
  • 33 days annual leave
  • Great company culture
  • Relaxed dress code

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Statement to Third Party Agencies
To ALL recruitment agencies: We only accept CV's from agencies on the Zonal group preferred supplier list. Please do not forward resumes to our applicant tracking system, any Zonal group employees, or any Zonal office. Zonal is not responsible for any fees or charges associated with unsolicited CV's.