Role Overview:
We are seeking a detail-oriented and proactive IT Customer Experience Lead to head up initiatives that drive client satisfaction and improve service quality across our technical support teams. The ideal candidate will be responsible for analysing service delivery, identifying bottlenecks, and enhancing the overall support experience for our clients.
Key Responsibilities:
* Monitor and analyse support case handling across all engineers.
* Ensure case notes are timely, technically accurate, professional.
* Enforce a "call-first, email-follow-up" approach for all client interactions.
* Review all support cases daily, with particular focus on those exceeding specified duration.
* Identify bottlenecks in case resolution due to technical knowledge gaps.
* Monitor client satisfaction feedback daily.
* Identify recurring technical issues that require Permanent Corrective Action (PCA)
* Proactively detect emerging issues through trend analysis across tech.
* Identify recurring development opportunities among engineers and coordinate targeted training.
Key Skills & Experience:
* Proven experience in IT service management, service desk analysis.
* Strong technical understanding across a broad range of IT systems and platforms.
* Excellent communication skills with the ability to engage confidently.
* Analytical mindset with the ability to identify trends and root causes.
* Experience using service management tools and reporting dashboards.
* Ability to work independently with strong organisational and time-management skills.
* Keen eye for spotting the root causes of issues.
Desirable Qualifications:
* ITIL Foundation or similar service management certification.
* Experience with Microsoft 365, SharePoint, or other common business IT platforms.
* Familiarity with client feedback tools and satisfaction scoring systems.
What We Offer:
* Opportunity to shape and influence client experience standards within a high-performing technical team.
* A collaborative and supportive team environment.
* Ongoing professional development and training.