Client Service Executive
3 weeks ago
We’re seeking an experienced client facing individual to work in our fast-paced service and support team which is central to the success of our business.
**Responsibilities**
- Provide our first line support function, responding to client requests and tickets (both support issues and proactive enhancements) appropriately and within agreed Service Level Agreements (SLAs) for response and resolution times.
- Diligently manage in-flight tickets and tasks that are scheduled with the team and/or awaiting action from the client or internally.
- Discuss and agree effort estimates from the team where relevant, to enable accurate scheduling of work both day-to-day, and to input into weekly scheduling process.
- Build knowledge of both the underlying CMS platforms we use (Kentico, Kontent.ai, Storyblok) and client's solutions such that you can confidently discuss and support issues and tasks with both the team and clients.
- Maintain excellent communication with clients in relation to changes requested and issues raised and managing priorities and expectations across multiple clients.
- Own the service desks for clients ensuring rapid responses and that tasks are driven through proactively.
- Taking an active part in daily stand-ups, daily team and task management, leading where necessary, and working as a team to ensure effective delivery and utilisation.
- QA and validation of resolved issues and delivered tasks to ensure deliverables are to your and client’s expectations.
- Occasionally attending client & supplier meetings at Ridgeway’s offices, on client site, and virtually.
**Skills and experience**
- Previous experience within the digital industry (preferably agency-side).
- Hands-on experience either from a development perspective or direct use of CMS and/or ecommerce platforms.
- Experience using and ideally managing a ticketing system such as Jira, Zendesk.
- Exemplary phone manner and customer service skills with excellent verbal and written communication skills.
- Confident communicator, able to deal with a diverse range of clients.
- A good understanding of typical website ecosystems, the mechanics involved (from APIs to SSLs via CDNs), what drives a successful solution.
- Excellent time-management and organisational skills with good attention to detail.
- Good initiative and the ability to understand problems and make effective decisions.
- Excellent working knowledge of Microsoft Office and task management tools.
**Further details**
- **Salary**:
- **Location**:
- Our head office is in Oxfordshire. We welcome UK-based applicants and operate hybrid working. We value face-to-face team collaboration, however for this role it is important to be in our Witney office 4+ days each week.
- **Equal opportunities**:
- We are an equal opportunities employer, and strongly support diversity in our team.
- **No agencies**:
**Salary**: £28,000.00-£34,000.00 per year
Schedule:
- Monday to Friday
Application question(s):
- Are you able to work in our Witney based office 4+ days each week?
Work authorisation:
- United Kingdom (required)
Work Location: In person
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