AIM OF THE ROLE
Under the guidance of the Service Delivery and Improvement manager the Service Co-ordinator (SDC) will oversee the relationship and service provision of a portfolio of customers who don't have a Service Delivery Manager allocated to them. Key to the role will be proactive engagement with customers to ensure that their service is meeting expectations, evidencing SLA achievement, and addressing any service shortfalls that may arise. In addition, as part of the wider team the role will play a key part in recording, tracking, and coordinating continuous service improvement initiatives across the wider Redcentric business.
KEY RESPONSIBILITIES
Responsibilities in this role may include but are not restricted to the following:
Ensuring contracted levels of service provision to a portfolio of customers
Proactively undertaking 'Service Check-In' calls to all allocated customers.
Owning and driving service issues through to completion.
Providing evidence of SLA achievement utilising existing reports.
Acting as an intermediary in the relationship between Redcentric and the customer
Being a point of contact for customer queries and escalations.
Logging, tracking, and co-ordinating the implementation of Service Improvement Initiatives.
Increasing customer engagement levels and build strong relationships.
Notifying Account managers where sales related opportunities have been identified
Supporting the customer service teams in their understanding of customers
Adhering to Redcentric's ISO accreditation standards
Complying with Redcentric's policies and procedures
Handling and protection of Redcentric information
Reporting of any security events
KEY OBJECTIVES
Increase levels of customer satisfaction
Improve customer engagement
Enhance Redcentric' s Profile with our Customers
Improve communication internally to raise/solve issues
Proactively drive Service Improvement Initiatives to successful completion
PERSONAL ATTRIBUTES
The role requires an individual who is a good communicator, personable, enthusiastic and passionate about delivering good service. They will work be collaborative in the way they work and have a good understanding of IT services.
The ideal candidate will be able to demonstrate the following skills and experience:
Minimum of 2 years in a customer facing IT support environment
Good written and spoken English
An understanding of IT Managed Services
Experience of working with customers
Experience of working with internal teams
Strong Planning and Organisational skills
Competent in the use of the Microsoft office product suite
Enjoys working as part of a team
Highly motivated, with a pro-active approach to workload
Able to work proactively under their own initiative
Experience with small project delivery
Qualifications/Education required
ITIL Foundation Certified or experience with ITIL
Experience in using IT Service Management and CRM solutions is desirable
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