Service Initiation Coordinator

Company Description

Rated in the top 50 Best Places to Work 2021, IFS provide a platform for you to work in a growing, global enterprise software company built upon committed and empowered colleagues who come to work knowing they are making a difference. We work every day within our single platform and embedded digital innovation to help our customers be their best when it really matters to their customers - at the Moment of Service. We take pride in ensuring that our employees are able to achieve the company goals as well as develop their career. We believe empowered autonomy, committed colleagues and being part of a winning team are the keys to our success and what makes us great

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

**Job Description**:
At IFS, we pride ourselves on delivering outstanding _Moments of Service _- experiences that ensure we build a long-standing partnership with our customers.

Service Initiation is one of the very first stages a new IFS customer goes through, as well as a process existing customers use as they expand and grow their IFS solutions. You will be instrumental to ensuring every customer receives a truly outstanding experience from the very beginning, setting a crucial tone for the relationships which follow.

As a named single point of contact during the service initiation phase, you will ensure customers feel fully informed, confident that we have everything in hand, and that they are valued as customers. You will personally introduce yourself to them, provide a clear understanding and expectation of what happens next, and will provide regular status updates throughout the service initiation process.

In this fast-paced environment, you will be working across IFS’ global business with customers and colleagues from across the world and from a wide variety of backgrounds and disciplines. With support, you will be able to translate a technical situation into a message which is both customer-friendly and understandable.

You’ll take personal responsibility for the smooth progression of the service initiation process with a highly proactive approach - closely monitoring progress, then identifying and unblocking issues as they arise. Where customer action is needed, you’ll offer to assist or walk them through what’s required - and in case of issues internally, you’ll coordinate and drive positive action between the appropriate teams to resolve with the minimum frustration or delay.

**Duties & responsibilities**:

- Acting as a single, named point of contact for customers during service initiation
- Ensuring customers are fully informed throughout the service initiation process, including setting expectations, providing regular status updates and guiding them through actions required of them as appropriate
- Taking responsibility for the smooth completion of service initiation activities - tracking progress internally, proactively addressing issues and coordinating effective communication between teams as required to resolve issues in a timely manner
- Producing daily internal status reports

**Qualifications**:
**Outstanding communication skills**
You will be highly articulate in both written and spoken English, and will have extensive experience of customer-facing roles within an enterprise/business-to-business context. You’ll be professional, friendly, authoritative, helpful and trustworthy - and with a clear understanding of the differing information needs of varying audiences, you’ll have the ability to adapt your communication and messaging accordingly.

**Highly proactive**
With a clear focus on ensuring the best possible customer experience, you will actively look for issues and take positive action to resolve them. You will provide insight and ideas based on experience to help drive continuous improvement.

**Organised and methodical**
You will be confident managing your own workload, as well as actively driving the coordination of complex activities to achieve an end goal. You’ll maintain a continuous ongoing awareness of the current operational situation and will work across multiple activities and customers simultaneously.

Additional Information
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IFS FACT_