Service Management Specialist
5 days ago
Job Summary:
M Group Services Limited T/A Magdalene Limited is seeking a highly skilled Service Management Specialist to join our Service Team. As a key member of our 24x7 Service Management Centre, you will be responsible for providing exceptional service support to our customers, ensuring timely issue resolution, and meeting Service Level Agreements (SLAs).
Key Responsibilities:
- Receive and manage customer requests/tickets, raising cases on our CRM Field Service Lightning
- Provide regular updates to external customers on the progress of faults
- Prioritize each fault to meet SLAs, including resource management
- Meet customer SLAs within contracted timescales
- Control and direct field engineers and spares deliveries
- Task and track the work of our Technical Support Services team
- Ensure all Planned Preventative Maintenance is complete
- Provide ad-hoc reports as required to senior colleagues and customers
- Ensure field engineers complete outstanding fault reports
- Maintain internal reports following engineer visits
- Arrange and coordinate access for various suppliers providing services
Requirements:
- Outstanding customer service skills, with a focus on delivering exceptional service
- A positive attitude to overcome obstacles, building lasting relationships with customers and engineers
- Excellent communication skills, both written and verbal
- A helpful individual who uses their initiative to solve complex problems
- Ability to work under pressure, meeting tight deadlines
- Computer literacy, including Excel and Outlook, with a willingness to learn new products, systems, and processes
About Us:
M Group Services Limited T/A Magdalene Limited is a leading provider of telecom services, offering a complete end-to-end service across the UK and Ireland. We provide specialist services to our clients in the fixed, mobile, and utilities infrastructure networks for both public and private sectors of the market.
Why Choose Us:
- Development and reward opportunities for those who have the passion, enthusiasm, and work ethic to harness them
- 25 days annual leave plus bank holidays
- 4% matched pension scheme
- 2 x salary life assurance
- Access to our staff discount portal
- Health Cash Plan
- Cycle to Work scheme
- Employee assistance programme
- Recruitment referral scheme
- Payroll giving
- Enhanced Family Leave
- Inclusiveness
- Disability Confident Scheme membership
- Armed Forces Employer Recognition Scheme gold award holder
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