Service Desk Customer Liaison

Macclesfield Full-Time On-Site (5 Days per Week)

Join a Team Where Customer Service Makes a Difference

Are you passionate about delivering exceptional customer service and thrive in a fast-paced environment? We're looking for a Service Desk Customer Liaison to become the vital link between our customers, engineers, and service teams, ensuring every request is handled efficiently and professionally.

This is an exciting opportunity for a proactive and organised individual who enjoys problem-solving, building relationships, and making a real impact on the customer experience.

As a Service Desk Customer Liaison, you'll be the first point of contact for customers, managing service requests from initial enquiry through to resolution. You'll play a key role in coordinating activities, keeping customers informed, and ensuring a seamless service experience.

Working closely with internal teams, engineers, and external service providers, you'll help drive service excellence while contributing to the smooth day-to-day running of the operation.

• Act as the first point of contact for customer service requests via phone, email, and online systems
• Log, prioritise, and coordinate tasks through internal service management systems
• Monitor incidents and service requests to ensure timely resolution
• Provide regular updates to customers, managing expectations throughout the process
• Escalate urgent issues or service delays where appropriate
• Maintain accurate records and support service reporting activities
• Liaise with engineers and service providers to ensure efficient service delivery
• Contribute to continuous improvement initiatives focused on customer satisfaction and service performance

We're looking for someone with a positive, customer-first attitude and excellent organisational skills. You'll be comfortable managing multiple priorities, building strong relationships, and working collaboratively as part of a busy team.

• Excellent communication skills, both written and verbal
• A proactive, flexible, and solutions-focused approach
• Strong organisational skills with great attention to detail
• The ability to prioritise workloads and manage competing demands
• A collaborative and team-oriented mindset
• Confidence using Microsoft Office applications
• Excellent working knowledge of SAP
• A commitment to delivering outstanding customer service

Previous experience within a Service Desk, Customer Service, Coordination, Scheduling, or Support environment would be beneficial, but we welcome applications from individuals with transferable skills and a genuine passion for customer service.

• Join a supportive and collaborative team environment
• Gain valuable experience within a busy operational setting
• Opportunities for professional development and career progression
• Be part of a business that values continuous improvement and service excellence
• Work in a role where you can make a direct impact on customer satisfaction

This vacancy is being advertised by Belcan.