Customer Support Analyst – Milton Keynes
Salary: £27,000 – £30,000
My client is looking for a Customer Support Analyst to join the team, where you'll play a vital role in supporting and maintaining both internal and external applications across a variety of platforms and technologies. You'll be key to ensuring high standards of customer service, thinking creatively and proactively to resolve issues — including those that are business critical.
This is a role for someone who thrives in a fast-paced environment, is customer-focused, and enjoys problem-solving with a mix of technical and service expertise.
Key Responsibilities:
* Resolve logged support calls within agreed internal and client SLAs.
* Prioritise and manage client support requirements effectively.
* Escalate issues promptly to the relevant technical teams when needed.
* Maintain accurate, detailed client records in the Support System to ensure visibility across the wider team.
* Flag potential risks to SLA compliance in good time, enabling escalation where necessary.
* Accurately log email support requests into the Support System.
* Communicate regularly with Customer Experience Managers and Project Managers to update on client progress, risks, or issues.
* Provide clear, timely communication with clients, keeping them informed of actions and resolutions.
* Escalate unresolved issues within SLA to supporting teams to ensure continuity.
What You'll Bring:
* A proven background in customer service, with a strong customer-first mindset.
* Ability to work proactively and independently, with strong problem-solving skills.
* Basic understanding of IT infrastructure.
* Foundational knowledge of relational databases and experience using Microsoft SQL Server.
* A qualification in Computer Science (or related discipline), or equivalent hands-on experience.
What's on Offer:
* 25 days holiday plus bank holidays, with additional days for long service.
* Two annual wellbeing days, plus a budget to spend quality time with someone important to you.
* Enhanced pension contributions to support your financial future.
* Two paid volunteering days each year for charity, community, or sustainability projects.
* Access to salary sacrifice schemes, including electric vehicles and cycle-to-work.
* 24/7 access to our Employee Assistance Programme for confidential advice and support.
* A full annual health check to keep you at your best.
* Flexible benefits platform offering discounts, life assurance, and learning opportunities.
* A genuine people-first culture focused on wellbeing and growth.
* Performance-related bonus recognising your contribution.
* Regular social events, from team gatherings to company-wide celebrations, with each department having its own budget.
* Opportunities to attend conferences, away days, and learning forums in the UK and abroad.