Customer Service Coordinator

2 weeks ago

Bridgend, United Kingdom Exponential-e Full time

Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospectshas resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.

**Hours: 24/7 Shift Pattern - 4 Days on (including 2 days - 7am - 7pm and 2 nights 7am -7pm) and 4 Days off** **Key responsibilities for this job**:

- Understand the end-to-end support model of ARP and the responsibility of each supplier
- Log and accurately assign incidents and service requests to ARP suppliers within agreed SLAs
- Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met by suppliers
- Frequently engage with suppliers for regular updates and to ensure resolution time is met
- Keep the Trusts regularly updated with progress on open incidents and requests, using appropriate level of detail and language
- Monitor suppliers to proactively identify any issues that may affect ARP
- Escalation of major incidents to the Major Incident Manager
- To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement
- Work proactively to ensure that all knowledge information is maintained and updated on an on-going basis

**Knowledge and experience required**:

- Strong customer service focus
- Proven problem solver with strong analytical and trend analysis skills
- Excellent verbal and written communication skills with a professional phone manner
- Strong negotiation skills with the ability to be assertive when required
- Flexible approach to work, with the ability to work effectively under pressure
- Ability to work in a team with little supervision using own initiative
- Responsible and willing to take ownership
- Positive and professional attitude

**Desirable knowledge and experience**:

- Experience working in a pressurised customer focused Service Desk within an ITIL based environment
- Business to business (B2B) experience
- ServiceNow, Remedy or a similar ITSM toolset experience
- Emergency services background
- General networking and mobile communications knowledge
- ITIL Foundation (V3 or V4)

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