Service Management Specialist

4 weeks ago


St Ives, Cornwall, United Kingdom M Group Services Limited TA Magdalene Limited Full time
Service Management Specialist

Magdalene is a leading telecom services supplier offering a complete end-to-end service across the UK and Ireland. We are seeking a highly skilled Service Management Specialist to join our team in St Ives, Cambridgeshire.

Key Responsibilities:
  • Receiving customer requests/tickets and raising cases on our CRM
  • Providing regular updates to external customers on the progress of faults
  • Prioritizing each fault to meet SLAs, including resource management
  • Meeting customer SLAs within contracted timescales
  • Controlling and directing field engineers and spares deliveries
  • Tasking and tracking the work of our Technical Support Services team
  • Ensuring all Planned Preventative Maintenance is complete
  • Providing ad-hoc reports as required to senior colleagues and customers
  • Ensuring field engineers complete outstanding fault reports
  • Maintaining internal reports following engineer visits
  • Arranging and coordinating access for various suppliers providing services
Requirements:
  • Outstanding customer service skills
  • A positive attitude to overcome obstacles
  • Excellent communication skills, both written and verbal
  • Helpful individual who uses their own initiative to solve problems
  • Working under pressure and meeting tight deadlines
  • Computer literacy, including Excel and Outlook
About Magdalene:

We promise development and reward opportunities for those who have the passion, enthusiasm, and work ethic to harness them. Our benefits include:

  • 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

We welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.



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