Customer Service Advisor

**Job Title**: Customer Service Advisor

**Company**: Celerity Limited.

**Location**: North East

**Salary**:Depending on experience.

**Start Date**:As soon as possible.

**About Celerity Limited.**

Celerity was founded in 2002 and established itself as a successful enterprise Infrastructure provider. Since then, we have expanded into the cloud and managed services arena, drawing upon our extensive experience and knowledge as a data protection specialist, accumulated by working with clients operating in all industry sectors to provide value and unique solutions as a real, hands-on partner.

In the minefield of regulation and compliance, protecting our clients’ interests is at the heart of everything with do, with a heritage that demonstrates our commitment to developing long-term, successful relationships with all our clients and partners.

Celerity is entrusted with the management of many petabytes of highly sensitive data for a range of global organisations. Our experience covers a broad spectrum of sectors including Government, Defence, Finance and Healthcare with a track record of successfully delivering business solutions as an honest, flexible, and highly experienced technology partner.

Celerity has received a wealth of accolades and industry recognition for delivering exceptional results and service to our clients; providing benefit from collaborative relationships that have been developed over many years of success. Celerity bridges the gap between customer and vendor providing access to best of breed services via cloud, managed and traditional routes.

**The Role.**

We are looking for a motivated and dynamic individual to join our team full time as a Customer Service Advisor. In this role, you will play a key part in supporting teams across the business and serving diverse customer groups, acting as the first point of contact for both internal colleagues and external clients. This position is perfect for someone with experience in a similar role or someone looking for their start, who is passionate about customer service and committed to enhancing the customer experience. We’re seeking an organised, proactive, and customer-focused individual who thrives on continuous improvement. This is a hybrid role, offering the flexibility to work both in-office and remotely.

**Main Duties**:

- Ticket Management: Track, manage, and prioritise customer and internal tickets efficiently, ensuring timely responses and resolutions while maintaining accurate records in the ticketing system. FreshService.
- Process Completion: Adhere to standard procedures to complete administrative tasks efficiently and accurately.
- Service Improvement: Actively participate in internal service improvement projects by identifying areas for enhancement, proposing solutions, and implementing changes where necessary.
- Customer Support: Provide outstanding customer support by addressing inquiries, assisting with issue resolution, and maintaining professionalism to represent Celerity positively.
- Collaboration: Work effectively with team members to achieve project goals and deadlines, participating in team meetings and contributing ideas and solutions.
- Workload Management: Manage individual workload by prioritising tasks, creating work schedules, and ensuring timely completion of tasks and projects.

**Qualifications**:
**Experience**:
A strong willingness to learn and grow, with experience being an added bonus.

Technical Skills:

- Knowledge of a ticketing system such as FreshService/FreshWorks or ServiceNow is a bonus.
- Appreciation of the Microsoft Suite.

Soft Skills:

- Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively to a wide audience range.
- Problem-Solving: Ability to think through challenges, find practical solutions, and adapt to changing situations with a proactive attitude.
- Team Player: Willingness to step in where needed and take initiative to support colleagues and customers, demonstrating a collaborative approach to work.
- Work Ethic: Demonstrated ability to work both independently and collaboratively in a fast paced environment. Strong organisational skills and attention to detail.
- Flexibility: Willingness and ability to work in a hybrid setting, alternating between office and remote work as needed.

**Company Benefits**
- Salary Sacrifice Schemes; Octopus Electric Vehicles, Home & Tech Scheme & Cycle Scheme
- Health Shield EAP - Health Care Cash Plan, Thrive Wellness App
- MIND Partnership
- Headspace app membership
- Life Assurance
- Training Courses
- Holiday scheme - option to buy or sell additional days
- On-site free parking
- Company Events
- Hybrid Working Environment
- NEST Pension Scheme
- Schroders Personal Wealth (Financial Wellbeing)
- Committed to being a 'Menopause Friendly Employer'

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- Customer servic