Service Delivery Advisor

_Service Delivery Advisor _
Cybertill are looking for a Passionate Service Delivery Advisor to develop relationships with our key customers and provide key knowledge and insight into our suite of retail software and services. Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.

**About us**

With our 21 years of experience providing a one stop shop including software, hardware, payments, services and telecoms to over 10,000 retail locations we recognise the power of living and breathing our values by being passionate, agile, supportive and professional at every turn.

Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.

**The Role**

Our customers and their consumers deserve the best experience. Cybertill operates a customer centric product and services model which needs people to go above and beyond when sharing our product with the world.

**What you will do**
- Provide help and assistance with a range of different activities and any ad hoc queries that may be put forward by your key customers
- Actively promote a continuous service improvement ethos investigating all appropriate means to improve service levels
- Recommend new or revised policies, procedures, or technology investments
- Have an extensive role in Change Management for your assigned customers
- Complete Incident Trend Analysis, be involved in Problem Management, Root Cause Analysis and Major Incident Analysis.
- Work with most areas of our business in order to deliver value to your customers
- Support internal departments with any queries they may bring
- Generate weekly and monthly reporting packs to indicate performance of the product and associated hardware/software to monitor the levels of service achieved
- Ensure that service requirements for each customer are determined and agreed with all stakeholders
- Utilise several in house and external systems

**What you will need**
- An ability to create relationships and trust, to become a trusted advisor to our customers
- Excellent customer service skills and a high degree of customer empathy
- A demonstrable ability to add value to customers
- Demonstrable understanding of Continual Service Improvement
- High level of interpersonal, communication, influencing and negotiating skills
- An ability to operate pro-actively to highlight themes and trends to avoid reoccurring issues
- An ability to influence colleagues and work collaboratively
- Strong ability to problem solve and fault find issues
- Strong stakeholder management skills
- Ability to organise and plan projects
- Experience in a role where it was necessary to be able to prioritise a range of different tasks/projects and managing own time whilst working to deadlines.
- Be keen enough to self-learn aspects of the company product and hardware in order to provide a high level of service
- High level of task ownership
- A working knowledge of the EPOS market is desirable, and an ability to show an understanding of the retail sector is mandatory
- Eagerness to learn IT and customer service skills/techniques to add value to our customers
- Have a working knowledge of Microsoft Office

**What other skills we need**

It isn’t just about what you know, it is just as important to us about how you do it.

You will be:

- Empathetic
- Self-Aware
- Results focused.
- Team focused.
- Service orientated.
- Innovative & Passionate
- An excellent communicator both internally and externally
- Analytical and a good problem solver
- Focused on the importance of a good user experience, and a customer centric ethos.

**Your Qualifications**

No formal qualifications required however a proven track record in customer services is a pre-requisite.

**Who you will work with**

The role of the Service Delivery Advisor will work in the Customer Success Team reporting into the Service Delivery Manager. The role will also see close interaction with other colleagues in most departments across the business.

**What Physical Demands are there**

None

**Our Work Environment**:
Although Head Officed in Liverpool we care about how the job is done, not necessarily where it is done We are happy to explore all flexible and remote working practices that suit us both, but we still love seeing our customers face to face so travel will be required from time to time.

**What you will get.**
- Competitive Salary
- Up to 30 days annual leave with holiday top up purchases an option.
- Flexible Working Hours
- Friday afternoons dedicated to Innovation & Learning.
- Unlimited Udemy access to over 3,000 courses
- Protected wellbeing time
- Great supportive working environment,
- Other optional benefits to choose from

Our supportive environment ensures that your hard work will be both recognised and celebrated. We have a