Customer Service Representative

Are you an experienced Customer Service professional looking for an exciting new challenge? Do you want to work for a company which offers a great salary, fantastic benefits and genuine opportunities to grow and develop?

• £25,000 per annum
• Monday-Friday 37.5 hours per week
• 25 days annual leave plus Bank Holidays
• Free Parking
• Hybrid working – WFH 2 days p/w once probation passed

As a Customer Service Representative, you will be the first point of contact for our customers in the event of a service issue or fault, supporting our customers by providing first level support and managing support tickets that sit with our technical support teams.

Through a managed service you will be responsible for collaborating closely with our subcontractors to coordinate and oversee the provision of technical assistance, incident resolution, and problem-solving. Your expertise in managing service level agreements (SLAs), monitoring subcontractor performance, and optimizing service desk operations will be crucial in maintaining high levels of client satisfaction.

Responsibilities:

• Providing telephone and ticketing 1st level customer support and triage of support tickets to the relevant support teams/functions across our business.
• Assess the impact and urgency of tickets and gather the appropriate information for the type of Incident / Request.
• Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently.
• Escalate incidents/requests that cannot be resolved within agreed timescales, whilst maintaining responsibility for ticket management and customer communication throughout.
• Act as a central point of contact between, providing an interface for other functions such as Change Management and Incident Management.
• Maintain clear and open communication channels with subcontractors, internal teams, and clients, providing regular updates on service desk performance and any pertinent changes.
• Collaborate closely with subcontractors to ensure alignment with our service desk standards and procedures. Foster strong working relationships and provide guidance as needed.
• Facilitate subcontractors in effectively managing the day-to-day operations

Desired Experience:

• Previous experience in a fast paced Customer Service role.
• Working knowledge of Microsoft Office products

Interviews are commencing immediately so do not miss out, hit that apply button now!