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Customer Service Agent

3 months ago

Malvern, United Kingdom Utelize Communications Ltd Full time

Are you passionate about delivering exceptional customer experience? Do you enjoy working as part of a team delivering high-quality services? If you do and you can demonstrate a proven track record in a similar role, this could be an ideal opportunity for you

As a Customer Service Agent, you will be at the forefront of delivering top-notch services to our customers - Supporting key brands including Stagecoach, Mitsubishi and HomeServe. You will develop and maintain strong relationships with customers, understanding their telecoms requirements and ensuring that their needs are met.

In this role, you will have the opportunity to work with telecoms providers, monitoring the delivery of their services to ensure that they meet the agreed SLAs.

**Company Overview**

Utelize is a specialist IT service provider, focused on helping large businesses to manage mobile devices (e.g. smartphones & tablets) and support for their end-users. We help our customers to release their IT teams for strategic projects, improve IT support for their employees, protect their businesses from IT security threats and support them to become more sustainable with respect to IT.

Based in Malvern, we have strong social values and this year alone we have worked with partners to build solar powered community hubs with Computer Aid in Africa and we’ve planted over 29,000 trees

To achieve our objectives for 2024 we need experienced, customer focused people to join our growing team.

**About the Role**

The successful applicant for this role will have relevant experience of working in a customer service role. The role plays a key part of our Service Delivery team, predominately based at our offices in Great Malvern.

Our business is built on delivering great service, and from providing our people with the autonomy to make decisions and take actions that deliver a great experience for our customers and their employees. In this role, you’ll be accountable for:

- Providing proactive and customer focused support, through a ticketing system and by phone
- Liaising directly with suppliers and service providers to help resolve escalated issues
- Proactively monitoring tickets and taking agreed actions to support customers
- Ensure customers and their users are kept up to date on the progress of orders
- Helping the business to drive continuous improvements in service delivery
- Developing and maintaining strong relationships with our customers
- Maintaining accurate records, updating service tickets and systems
- Monitoring and ensuring delivery of contracted KPIs and SLAs

**As a Customer service Agent you will need to demonstrate**:

- Minimum of 3 years’ experience in a customer service / Helpdesk role, with proven track record of delivering high-quality services to customers.
- Excellent problem-solving skills.
- Passion for providing exceptional levels of customer service in every interaction.
- Strong written and verbal communication skills and meticulous attention to detail
- Outstanding communication skills, with the ability to build strong relationships with customers, team members, and third-party providers.
- Ability to multi-task, supporting customers with a wide range of support queries.

**What we Offer**
- Salary £25,000 - £27,000 (depending on experience)
- 25 Days Paid Holiday per Annum (plus Bank Holidays)
- Comprehensive Healthcare and Medical Benefits Plan (after 1 year employment)
- Hybrid working - we operate a minimum of 3 days per week on site at our Malvern Office (following accreditation)
- Great location at Malvern Hills Science Park with onsite parking and cafe

**Other Information**

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£27,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Free parking
- On-site parking
- Private dental insurance
- Private medical insurance
- Work from home

Schedule:

- Flexitime
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Yearly bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Administrative experience: 2 years (required)
- Customer service: 2 years (required)

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Application deadline: 28/03/2024
Expected start date: 01/05/2024