Customer Experience Specialist

6 months ago

Gateshead, United Kingdom Aspire Technology Solutions Full time

**About Aspire**
At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. Our mission is to deliver technology like no other. It is such an exciting time to join us on our journey as we continue to grow and expand

**About the role**
We are looking to recruit a customer-oriented service analyst to join our growing Customer Experience team. Aspire are a company who are constantly looking to improve and innovate with regards to our customers’ experience as we continue to deliver leading class IT services to our clients.

They will also act as a liaison between our customers and all internal elements of the Aspire business to identify and manage emerging problems that our clients may face relating to our IT services, including the Service Desk, Sales, Finance and Project teams.

**What you will be doing**
A highly motivated and conscientious self-starter, your main areas of responsibility will include:

- Managing incoming calls from customers
- Providing progress updates on existing support incidents
- Investigating and managing customer billing queries
- Acting as a point of escalation for any customer queries or concerns
- Managing any day-to-day issues associated with the services being provided to the customer and ensuring services are being delivered in line with defined agreements and targets
- Gathering and following up on customer feedback after the completion of incidents, service requests and projects
- Investigating and responding to customer complaints and high impact incidents

**You will suit the role if you have**
- A clear understanding of the importance and value of delivering high quality customer care
- Previous experience working within a customer service environment
- An enthusiastic, committed, and flexible approach to work
- The ability to work well to deadlines and remain calm under pressure
- An excellent standard of both written and verbal communication skills
- A motivated attitude with the ability to work on your own initiative and prioritise tasks accordingly
- Exceptional collaboration skills to help drive through service improvements
- Excellent problem-solving ability
- Previous experience dealing with customer complaints

Although not essential, it will be advantageous if you have a basic understanding of how IT Services are delivered and previous experience working in the Technology sector.

**Our values**
We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role, therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

**Salary**
£21,500 to £24,000 per annum (depending on experience)

**Benefits**
Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart - we strive to look after our people in the best way we can
- Travel benefits including free parking, subsidized travel passes and much more
- Health Cash Plan
- Cycle to Work Scheme
- Network Benefits
- Employee Assistance Program
- Enhanced Annual Leave Entitlement (increasing with length of service)
- Enhanced Maternity, Paternity and Parental Schemes
- Enhanced Pension Scheme
- Tech Purchase Scheme
- Electric Vehicle Salary Sacrifice Scheme
- Employee referral scheme
- New business referral scheme
- Discounted Gym Membership
- Life Assurance and Critical Illness cover

**Location and Working Arrangements**
You will be based at Aspire’s Gateshead Head Office.

**Hours of Work**
Full time (37.5 hours per week), Monday to Friday - 0830 to 1700. Some flexibility may be required to cover staff holidays and increased customer demand.

**Equality, Inclusion and Diversity at Aspire**
Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals
to develop their true potential.

**#AspireForMore

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