Customer Experience

About Aspire
At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. Our mission is to deliver technology like no other. It is such an exciting time to join us on our journey as we continue to grow and expand

About the role

We are looking to recruit a customer-oriented service analyst to join our growing Customer Experience team. Aspire are a company who are constantly looking to improve and innovate with regards to our customers' experience as we continue to deliver leading class IT services to our clients.

The Customer Experience & Front of House Specialist will play a pivotal role in ensuring that our customers have a positive and seamless experience with our products/services. The successful candidate will have excellent communication skills, a customer-centric mindset, and a strong commitment to delivering service.

The Customer Experience & Front of House Specialist will act as an initial point of escalation for customer queries and work closely with other departments to drive through service improvements. As such, the successful candidate will be required to have exceptional communication skills, understand the importance of active listening principles, and demonstrate an ability to control conversation, whilst always retaining focus on the customer's needs.

The role not only involves clear and effective communication with customers but also ensuring internal communications are transparent and well-coordinated. This includes fostering clarity and coherence among various internal teams such as the Service Desk, Sales, Finance, and Project teams.

In addition to handling customer queries, the role includes front-of-house responsibilities, acting as the first point of contact for both in-person and phone interactions. A welcoming and professional approach is key to creating a positive first impression and representing Aspire's values. Duties include greeting visitors, providing reception cover, and ensuring all customer interactions are handled with warmth and efficiency.

What you will be doing
A highly motivated and conscientious self-starter, your main areas of responsibility will include:

• Managing incoming calls from customers.
• Providing progress updates on existing support incidents.
• Investigating and managing customer billing queries.
• Acting as a point of escalation for any customer queries or concerns.
• Managing any day-to-day issues associated with the services being provided to the customer and ensuring services are being delivered in line with defined agreements and targets.
• Gathering and following up on customer feedback after the completion of incidents, service requests and projects.
• Investigating and responding to customer complaints and high impact incidents.
• Supporting front-of-house operations, including reception cover, greeting visitors, assisting with annual travel coordination, meeting room setup, and other core front-of-house tasks as required.

You will suit the role if you have

• A clear understanding of the importance and value of delivering high quality customer care.
• Previous experience working within a customer service environment.
• An enthusiastic, committed, and flexible approach to work.
• The ability to work well to deadlines and remain calm under pressure.
•  An excellent standard of both written and verbal communication skills.
•  A motivated attitude with the ability to work on your own initiative and prioritise tasks accordingly.
• Exceptional collaboration skills to help drive through service improvements.
• Excellent problem-solving ability.
• Previous experience dealing with customer complaints.

Although not essential, it will be advantageous if you have a basic understanding of how IT Services are delivered and previous experience working in the Technology sector.

Our values
We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role, therefore we provide continuous learning and development at Aspire, which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

Salary
£24,600 - £26,000 per annum (depending on experience)

Benefits
Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart – we strive to look after our people in the best way we can

• Travel benefits including free parking, subsidized travel passes and much more
• Health Cash Plan
• Cycle to Work Scheme
• Network Benefits
• Employee Assistance Program
• Enhanced Annual Leave Entitlement (increasing with length of service)
• Enhanced Maternity, Paternity and Parental Schemes
• Enhanced Pension Scheme
• Tech Purchase Scheme
• Electric Vehicle Salary Sacrifice Scheme
• Employee referral scheme
• New business referral scheme
• Discounted Gym Membership
• Life Assurance and Critical Illness cover

Location and Working Arrangements
You will be based at Aspire's Gateshead head office, with travel as necessary to meet business requirements.

Hours of Work
Full time (37.5 hours per week), Monday to Friday, 8.30am – 5pm

Some flexibility may be required to cover staff holidays and increased customer demand.

Equality, Inclusion and Diversity at Aspire
Aspire is an equal opportunity employer committed to creating a culture that respects and values each other's differences, that promotes dignity, equality and diversity that encourages individuals
to develop their true potential.

Interview Process

We generally conduct interviews in three stages, lasting approximately 2-3 weeks depending on everyone's calendars.

• Shortlisted candidates will be invited to a pre-screening call via teams to discuss your experience and what you're looking for in your next role.
• Successful candidates will be invited to an interview with the Hiring Manager.
• If successful in interview, candidates will be invited to an informal interview with key stakeholders at Aspire to meet the wider team(s).

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