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4 months ago
Service Operation's Support
**About Central Technology**
CT is a forward-thinking IT support, Telecoms and Cloud Services provider embarking on a journey to transition from a regional, single office business to a national, multi-location organisation.
Our mission is to be the UK’s leading business technology partner to the SME market and to be the UK’s premier provider of cloud data solutions.
**Background**
The Service Operations Support function is responsible for being the voice of the customer within CT while providing general day to day desk-based service operational support to our customers. This role will require liaising closely with customers, account managers, technical operations managers and other internal departments to ensure that the customer service expectations are achieved.
**Experience**
- A strong understanding of the ITIL framework focusing on Digital and IT Strategy.
- A strong customer service ethic.
- Experience in data analysis and manipulation to understand all aspects of a service being delivered.
- Experience in identifying service improvement through process and procedures.
- A strong communicator both written and spoken.
- Ability to work in conjunction with KPI’s to drive and measure performance in line with an agreed company strategy.
- Prior knowledge of the MSP or Cloud Services markets.
- Experience within a technical environment.
- Experience within a rapidly expanding SME.
- Prior experience in a service/sales operations role.
**Compensation**
Base Salary: Negotiable dependent on experience
**Role Overview**
To be successful in this role you will need to be a proactive thinker who communicates effectively and demonstrates a customer focused ethic. Previous experience within the IT or
MSP industry is desirable but not essential.
This role would suit someone who is interested in taking their career forward in a more operational management focus within an ambitious and growing managed services provider, with a strong and growing customer base.
The role will have responsibility for overseeing a set of allocated customers working with them to ensure that CT’s contracted services meet the needs of our customers. This will include onboarding new customers, dealing with customer complaints, monthly service reporting including interpretation of the data, identifying service improvements as well as many other aspects around CT’s customer service delivery.
**Key Success Criteria**
To be successful in this role you will need to be a proactive member of the team and have the ability to interpret the customers queries in line with our service deliverables. Someone who adds challenge within CT, identifies internal improvements to ways of working and is able to communicate effectively as well as demonstrates an understanding of our services including their fit with the allocated customers. To ensure that high levels of customer satisfaction levels are maintained.
To ensure that the operations teams have processes and customer service knowledge so that the teams are able to meet the quality controls what are in-place to deliver the expected customer service levels in line with agreed SLA’s.
**Skills & experience**
- Proven experience (min 2 years) within a service operations, sales operations or customer service role.
- Previous experience in a customer facing role is essential.
- Ability to empathise with customers while ensuring good listening skills.
- Experience in undertaking operational service analysis, research and output of a plan.
- The ability to work holistically across CT.
- Strong decision-making skills.
- An excellent logical and methodical problem solver.
- Strong presentation skills.
- Excellent time management skills and the ability to prioritise tasks.
- Building relationships though direct and in-direct management.
- A strong understanding and adherence of business processes and functions.
- Excellent administration skills and the ability to multi-task.
- Excellent interpersonal skills, with the ability to communicate confidently and professionally over the phone and within CT.
- Ability to work effective and efficiently alone or as part of a team.
- Has the desire to complete a formal ITIL Foundation certification.
**Location**
There will be a mixture of working from our office in Chesterfield, home working and visiting customer offices with the nominated Account Manager (when required).
**Responsibilities**
- Prepares and presents monthly customer service operations reports to the including an overview of their service status, major incidents, service levels, issues, and any improvement recommendations.
- Work with the operational managers to monitor, manage and challenge the effectiveness of the operations teams SLA’s/KPI by driving change needed to deliver continual service improvement.
- Work closely with the Account Managers and operations teams to drive customer service as well as new customers are on-boarded with control and pr
