Service Management Specialist

1 day ago

St Ives, Cornwall, United Kingdom M Group Services Limited TA Magdalene Limited Full time
{"title": "Service Management Specialist", "description": "Job Summary

We are seeking a highly skilled Service Management Specialist to join our Service Team in St Ives, Cambridgeshire. As a key member of our 24x7 Service Management Centre, you will be responsible for providing exceptional service support to our customers, from issue receipt to resolution.

As a Service Management Specialist, you will work collaboratively with our customers, field engineers, and network management teams to ensure end-to-end ownership and meet Service Level Agreements (SLAs). Your primary responsibilities will include:

  • Receiving and prioritizing customer requests/tickets, raising cases on our CRM Field Service Lightning
  • Providing regular updates to external customers on fault progress
  • Prioritizing faults to meet SLAs, including resource management
  • Meeting customer SLAs within contracted timescales
  • Controlling and directing field engineers and spares deliveries
  • Tasking and tracking Technical Support Services team work
  • Ensuring Planned Preventative Maintenance is complete
  • Providing ad-hoc reports to senior colleagues and customers
  • Ensuring field engineers complete outstanding fault reports
  • Maintaining internal reports following engineer visits
  • Arranging and coordinating access for suppliers providing services
Requirements

To succeed in this role, you will need:

  • 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 initiative to solve 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 telecom services supplier, offering a complete end-to-end service across the UK and Ireland. We provide specialist services to clients in the fixed, mobile, and utilities infrastructure networks for both public and private sectors. Our services include acquisition, design, construct, rigging, first-line maintenance, managed services, capital project delivery, complete network outsourcing, smart metering, and satellite solutions.

We offer a range of benefits, including:

  • 25 days annual leave plus bank holidays
  • 4% matched pension scheme
  • 2x 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

We are a Disability Confident Scheme member and welcome applications from individuals with disabilities or long-term health conditions. We are also a gold award holder under the Armed Forces Employer Recognition Scheme and are interested in hearing from candidates who are currently serving in the military or have served in the past.

", "lang_code": "en"}

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