All hands on the phones

Our Customer Support team are getting the work done.

May has been another busy month for the Online Systems Support Team with high numbers of support tickets seemingly becoming the new normal for this team.

Looking back to the start of 2020 our weekly support ticket average was about 90-100 tickets per week. This was easily managed with six team members. More recently we have seen an increase in the number of tickets which has been put down to the various different stages of relaxing restrictions i.e. 17 May when many indoor, leisure, visitor attractions, and holiday accommodation reopened. Another explanation is that people are slowly returning to work at the office. Only in the week commencing 2 May did we have less than 100 tickets. This week being a short week due to the Spring Bank Holiday, even then we still had 96 tickets.

In the last week of May, we logged 111 new tickets which meant we did see a small drop in the number of tickets from previous weeks. This was on top of the many other jobs relating to remote changes ready for the bank holiday weekend. A long weekend off was well-earned and well received by the majority of the team. Unfortunately, as we operate an emergency out-of-hours service for weekends and bank holidays two members of staff had to stay behind and man the support desk. Luckily only five tickets were logged during this weekend. They can have time off in the August bank holiday.!!

In an effort to continue to deliver the best possible level of service to our customers, we have drafted in some of our field engineers to help man the support desk and have also recently recruited new staff for our Customer Service team to assist in fielding customer calls and schedule engineer site visits. We are still looking to fill a position for a Customer Service apprentice; someone who’s keen to start a career in a busy service department and is potentially looking to progress within a company that is keen to retain ambitious employees.


Anyone interested in applying to become the next Customer Service apprentice with us; email Steph Scott in HR with a CV and a covering letter – s.scott@online-systems.co.uk