Customer Experience Specialist

Do you have experience working within the IT industry or do you have a desire to work within it?

IT industry experience isn’t essential; if you are great with people, able to build excellent rapport and you’re proactive and commercially astute, this could be a great role for you.

You will provide reports to clients, so you need to be good with data/reporting. You will investigate and question data, regularly check in with clients to see if there are any problems you can solve for them and liaise with internal teams across the entire company to see if improvements can be made to any of their processes.

We’re looking for someone who is focused on client engagement, with an eye for detail. This isn’t an ‘analyst’ role but will involve looking at data and being able to spot when something doesn’t look right.

• Ensuring that SLA and KPI obligations are being met and exceeded, escalating appropriately where this is not the case.
• Question and investigate information provided by internal teams and not taking data at face value
• Manage escalations for all customers and Internal Teams in relation to the services provided.
• Create and update Operation Service Manuals for our clients
• Ensure that quality standards are met in terms of ticketing and reporting by internal teams.
• Ensure SLA/KPI adherence and fulfilment of contractual obligations.
• Provide support to internal teams in terms of communication with affected customers around major incidents, planned works and updates to services.
• Prepare internal and client-facing reports relating to service and present them to senior management.
• Provide internal reports on client satisfaction.

• Experience in a Customer Service based role.
• A desire to work in the IT/Cloud industry.
• Ability to interact confidently with clients, both written and verbal.
• Must have a can-do attitude and passion to ensure service excellence.
• Must have a calm and collected approach to high-pressure situations.
• Excellent level of knowledge of Microsoft Office products (Excel, Word, PowerPoint)
• Highly organised and methodical approach.

Up to £30,000 basic salary, plus excellent benefits such as: paid parking, annual bonus, healthcare, life assurance and more.

Associate

Full-time

Customer Service

IT Services and IT Consulting