IT Client Service Executive

3 weeks ago

Milton Keynes, United Kingdom Tate Recruitment Limited Full time

IT Client Service Executive

£25,000 - £30,000 plus excellent benefits

Milton Keynes, office based.

This role is part of a brand-new team dedicated to exceptional customer service to all clients. Going above and beyond what would be expected of customer service. This includes, but is not limited to: ensuring reporting is accurate and on time, regular checking in with clients to see if there are any problems you can solve for them, liaising with internal teams across the entire company to see if improvements can be made to any of the processes that they currently undertake, appropriately challenging the "this is how we've always done it" mentality and coming up with new and innovative solutions to ongoing problems. Significant time will be spent looking at and analysing support tickets.

This role is perfect for you if you've worked within an IT service desk or service delivery role previously and you're focused on client engagement and service improvement, however, a background in IT isn't essential.

Some of your duties will include:

- Ensure that SLA and KPI obligations are being met and exceeded, escalating appropriately where this is not the case.
- Ensure that quality standards are met in terms of ticketing and reporting by internal teams.
- Identify process/service improvement opportunities.
- Ensure SLA/KPI adherence and fulfilment of contractual obligations.
- Provide support to internal teams in terms of communication with affected customers around major incidents, planned works and updates to services.
- Prepare internal and client-facing reports relating to service and present them to senior management.
- Provide internal reports on client satisfaction.

What are we looking for?
- Experience in an IT Client Service based role. IE: Service Desk, Service Delivery, Customer Services is advantageous.
- A desire to work in the IT/Cloud industry.
- Ability to interact confidently with clients, both written and verbal.
- Must have a can-do attitude and passion to ensure service excellence.
- Must have a calm and collected approach to high-pressure situations.
- Excellent level of knowledge of Microsoft Office products (Excel, Word, PowerPoint)
- Highly organised and methodical approach.

Tate is acting as an Employment Business in relation to this vacancy.

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