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Service Management Assistant
3 weeks ago
**Service Management Assistant**
**Customer Services**
**Glasgow**
**About the role**
The Service Management Assistant is a key member of the service Management team and has responsibility for various administrative aspects of the daily operations of the department.
The Service Management Assistant is a key member of the Service Management team and has responsibility for various administrative aspects of the daily operations of the department.
You will be joining our professional customer support community, looking after primarily Local Government customers and making sure that Idox is responsive to service requirements for digital and document management systems.
We are looking for someone with a talent for customer services; you’ll be part of a tightly knit, diligent team, who collectively take care of our customer relationships and handle everyday queries and tickets, escalating when necessary.
**Key Responsibilities**:
**Purpose of Rôle**
- Shared responsibility for the management, conversion and indexing of any electronic documentation submitted as part of the UKPlanning managed service.
- To redact all necessary documentation for the above on a daily basis
- Shared responsibility for the management and monitoring of the Digital Platform (DSFX) daily submission queue
- Identifying, resolving and escalating any issues which arise therefrom
- Shared responsibility for the production and issuing of periodic Service Management reports.
- Perform any ad-hoc tasks as requested by the appropriate line manager, e.g., reporting, addressing customer queries etc.
**General Responsibilities**
- To provide administrative tasks within the Service Management department as requested by the line manager
- Develop and maintain a good understanding of the department’s Service Level Agreements (SLA’s) and the impact these have on the department’s work
- Develop and maintain an understanding and a good working relationship with any 3rdparty organisation Idox may contract with for the provision of services
- Escalate any issues likely to result in the failure to complete a task to line manager as early as possible
- Suggest improvements in procedures and processes to line manager where appropriate
- Ensure all direct contact with customers is carried out in a professional and courteous manner, ensuring the company’s image is maintained to a high standard.
**To be successful, you’ll need to be**:
- Experienced in data entry and document management
- Experienced in working within a busy, customer-focused environment
- Able to carry out quality control of your own work and adhere to client specifications
- Able to ensure departmental procedures are followed at all times
- Able to take responsibility for your own personal development and deadlines
- Able to demonstrate excellent customer service skills
- Able to demonstrate excellent verbal and written communication skills
- Able to demonstrate excellent diagnostic skills
- Flexible - able to take ownership of requests to ensure timely responses to customers
- An effective planner and organiser - able to prioritise daily workload effectively
- Confident in dealing with challenging situations, and have the ability to work under pressure
- Self-motivated - able to use own initiative, working well in a team and individually.
**Additional desirable qualities**:
- Good understanding of file type conversion software and principles.
- Knowledge and experience of the planning and building control process would be advantageous.
- Knowledge and experience of document management systems would be advantageous.
- Knowledge and experience of the data protection act would be advantageous.
- An understanding of managed service and hosted environment principles would be advantageous.
- An understanding of customer SLA’s.
**About Idox**:
Our specialist software solutions power the performance of government and industry, driving productivity and a better experience for everyone. Built around the user and designed in collaboration with experts who have worked through every detail of every process from end-to-end, our hard-working process engines deliver exceptional functionality and embed workflows that drive efficiency and best practice with a long-term focus for regulated environments.
Through the automation of tasks, the simplification of complex operations, finding scalability as operations evolve, and more effective management of information, we help our customers harness the power of Digital, so they can do more.
We employ around 600 staff in the UK and worldwide, including Europe, North America and Asia, so some travel to meet colleagues may be required.
Please note: successful applicants will need to satisfy the BPSS guidelines (Baseline Personnel Security Standards) which consist of the receipt of satisfactory references covering the last 3 years of employment; an identity check; verification of eligibility to work in the UK; and a Basic Disclosure Check. T
