Excellent opportunity for a Customer Service Specialist to join a leading €1.4 billion IT and Technology services company. We are looking for an exceptional customer-centric candidate experienced in managing customer relationships. Experience of working with contractual data and the ability to interpret and understand contractual obligations is required.
Customer Service / Service Delivery Coordinator
St Ives, Cambridge, PE27 | £30,000 – £32,000 + Benefits Package
Who we are:
As a Digital Transformation Partner, we accompany companies into the digital future. Our range of IT solutions includes consulting, implementation, services and the operation of IT systems. Our Customers benefit from our extensive expertise and our innovative portfolio that covers the IT requirements necessary for a successful digital transformation.
Reporting to the Service Delivery Coordinator Team Lead the role will involve developing relationships with customers, internal business areas and suppliers. You must be a confident communicator at all levels and work well as part of a team. Primarily responsible for supporting our customers and the Service Delivery team, comprising Technical Account Managers and Service Delivery Managers. The role requires great attention to detail and accuracy.
+ A full understanding of our service catalogue and full-service capabilities
+ Support and facilitate quote generation ensuring all estimates are accurate and formatted to a high standard
+ Resolve pricing and reporting queries, including requests for information
+ Maintain the CRM System with Cost and Sell figures for the estimates to allow accurate forecasting
+ Manage the ticket queue for the Service Delivery Office
+ Identify where requests should drive a contract change notification and ensure this process is conducted to resolution
+ General administration responsibilities to support Service Operations, Sales and Service Delivery team, including maintaining Customer overviews
+ Manage small business as usual transitions, including liaising with technical teams to make sure work can be carried out to a high standard and within agreed SLA’s
+ Identify where process gaps exist and work with business stakeholders to review and refine them
+ Continual engagement with Service On-boarding function (Service Design, Pre-Sales, Service Transition) and the Service Operations teams to keep up to date with their requirements, processes, procedures and systems
+ Responsible for the production of Service Management Reports
+ Key point of contact for some smaller accounts for escalation and communication purposes
+ Attend Service Management meetings
+ Attend customer meetings, sometimes onsite, where appropriate
+ Identify any risks within the BAU operation of our Managed Services accounts
+ Work closely with the Compliance Team to continually improve on our Service Delivery processes
+ Work closely with the Finance teams to help resolve outstanding queries and ensure accurate invoicing.
+ Experience of working with contractual data and the ability to interpret and understand contractual obligations
+ A working knowledge of IT hardware and software is desirable
+ Competent on Microsoft Word/Excel/Outlook
+ Excellent report writing skills
+ Experience of working in a commercial environment preferred
+ Experience working within a MSP environment desirable, however experience in working within a service provisioning environment is essential
+ Highly enthusiastic, approachable and motivated to achieve targets
+ Self-motivated and able to prioritise workload effectively
+ Flexible, strong work ethic, willing to go the extra mile to get the job done
+ Passionate, professional, with a ‘can-do’ attitude at all times
+ Excellent attention to detail
+ Excellent interpersonal and communication skills, and ability to communicate with accuracy and clarity
+ Ability to work in a rapidly expanding and fast changing environment
+ Demonstrated ability to work under pressure
+ Ability to build rapport and establish effective working relationships with both internal stakeholders and customers
+ Aptitude for understanding and solving problems
+ Innovative and forward thinking
+ Team player – understands the importance of teamwork
+ Educated to GCSE Level (or equivalent)
+ ITIL Foundation (desirable)
Salary & Benefits:
+ Based: St Ives, PE27
+ Hours: Standard 37.5 hours per week. 09:00 to 17:30
+ Salary: £30,000 – £32,000
+ Benefits & Perks: Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, on-line discounts & savings platform, free parking, spot bonus scheme, recruitment bounty scheme, dress down Friday, fundraising, sports & social club, health and well-being programme.
+ Start date: ASAP
+ Must have the right to live and work in the UK
+ Must have access to own transport due to location.
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.