Address
Form of work
Salary- Are you looking for an exciting opportunity with a career path?
- Excellent opportunity to join a business with huge growth plans
About Our Client
Everything about CSL is designed to keep our customers connected, secure and live. Simplicity, service and reliability have been at the heart of everything we do since CSL was founded in 1996. The sectors we work in and applications we connect are at the highest end of critical communications. Critical connectivity can be complex but we make it easy.
Our partnerships with all the major Mobile Network Operators, Monitoring Centres and Installers, allows us to deliver complete end-to-end connectivity solutions. Whether it's 4G, IP, xDSL, or FTTC, we have the knowledge, expertise and ability to deliver the best combination for your connectivity requirements.
This position will be based out of our offices, located in Croxley Green Park, Watford.
Job Description
You should have experience in customer support/customer services or quality management team. Alternatively, you may have been working in an electronics environment fault-finding or repairing equipment.
In either case, you should be energetic, keen to learn using your own initiative and be able to work well with others with a positive approach always.
You should have acute attention to detail and impeccably high standards enabling you to consistently look to improve business practices.
You Will have excellent organisation and time management skills to maximise your performance. Above all, this role requires an individual with a passion to provide excellent service often working under pressure in a busy and highly flexible office environment.
The Successful Applicant
The successful candidate will work with multiple departments to analyse, record and solve problems, and to meet the required service levels. They will also conduct root cause analysis (RCA) and report on incidents and service restoration within SLAs. Additionally, they will implement proactive problem management strategies to detect and remove potential problems before they affect the service.
You will be a key member of the operational support team, with a focus on improving service operations across all
aspects of service delivery, from network to application. This role requires strong relationship-building and collaboration skills, as well as a culture of openness and honesty. The successful candidate will be able to get to the root cause without blaming others and provide excellent customer service and industry-recognised customer support. You will need be organised, self-motivated, punctual, and flexible in their work style.
You need be able to prioritise a variable workload and escalate problems when necessary. Communicating effectively with internal stakeholders and customers at all levels, even under pressure. As the ideal candidate you will have a strong background working in a busy team environment.
This role will encompass a range of responsibilities including but not limited to:
- Ownership of the incident & problem management process.
- Manage customer/support escalated site incidents
- Act as a central focal point for all departments concerned and coordinate between them to ensure the resolution of incidents within SLA.
- Manage incident progress and resolution communication throughout the life cycle of the incident to all internal and external stakeholders.
- Coordinate various departments in the investigation, diagnosis, troubleshooting, and resolution of problems & incidents.
- Work with alerting & monitoring teams to pro-actively avoid high-priority incidents
- Ensure an accurate audit history is maintained during the life cycle of an incident within our CRM system.
- Provide monthly reporting on Incident and Problem Management.
What's on Offer
Extensive benefits package to include:
- 25 days holiday
- Annual bonus and salary review
- Life Assurance
- Company pension
- Gym Membership contribution
- Free fresh daily fruit
