Customer Service Engagement Advisor

Northampton (hybrid 3 days in 2 days out)

Salary is 27k-33k (Depending on experience)

Skills: Customer service, Service Delivery, KPI, SLA, Service Desk, ITIL, M365, Azure, IT Support, 1^st line, Cloud, stakeholder management

We're on the hunt for a Customer service engagement advisor armed with exceptional customer service, organizational, and relationship-building skills. Basic IT knowledge is a must, with familiarity in M365 as a cloud-based licensing software application. Your main gig? Juggling multiple clients' queries, ensuring timely responses within agreed SLA timeframes. You'll be an integral part of our service delivery team, backed by the Service Delivery Manager. Collaboration is key as you'll work hand-in-hand with other departments to ensure seamless alignment of our service delivery function with our clients. This role thrives on reactivity, calling for someone eager to exceed expectations and go the extra mile for our clients.

Job Role Responsibilities:

• Monitor and manage the shared inbox for incoming client inquiries, requests, and issues.
• Respond promptly and professionally to client inquiries, providing accurate information and assistance as needed.
• Coordinate with internal teams to address client requests and resolve issues in a timely manner.
• Escalate complex issues or requests to Senior Service Delivery Managers or other relevant stakeholders as necessary.
• Maintain detailed records of client interactions and actions taken to ensure accountability and transparency.
• Collaborate with the Head of Service Delivery and Senior Service Delivery Managers to develop and implement best practices for client support and service delivery.
• Proactively identify opportunities to improve processes and enhance the client experience.
• Participate in training and development opportunities to enhance knowledge and skills in service delivery and client management.

Job Requirements

• Strong administration skills.
• Methodical thinking.
• Self-motivated and ambitious with a positive attitude.
• Strong communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple priorities effectively.
• Team oriented mindset.
• Ability to work within a fast-paced environment where work and fun are the key ingredients.
• Ability to build strong rapport with delivery partners.

What we offer

Join our dynamic team with a hybrid working model (3 days in/2 days out) post-probation, offering flexibility and work-life balance. Our culture thrives on social events, fostering a supportive, fun, and hardworking environment. Enjoy an array of perks, including incentives like vouchers, and spot prizes, along with access to top-of-the-range technology both in-office and for remote work, from laptops to the latest iPhone. We've got your well-being covered with subsidized healthcare and medical benefits. We also offer a clear progression plan, including training and mentorship programs, your career growth is our priority.