Job Overview
You will act as the coordination hub for key customer accounts, ensuring service performance is monitored, managed, and continuously improved. You will help keep everything moving smoothly behind the scenes while ensuring customers always feel informed, supported, and valued. This is not just a reactive service desk role – it is a role for someone who enjoys spotting patterns, improving processes, and making service delivery better every day.
Key Responsibilities
* Monitor and manage bespoke customer service portals to ensure accuracy and visibility
* Log, track, and update service calls on internal systems with precision
* Liaise confidently with customers, internal teams, and external suppliers to resolve issues
* Produce regular and ad‑hoc reports using Excel to support service performance tracking
* Analyse monthly performance data and challenge trends to drive improvement
* Support SLA and KPI delivery across priority accounts
Working Pattern & Hours
A typical working pattern is Monday to Friday, either 08.00 – 17.00, 08.30 – 17.30 or 09.00 – 18.00 with a one‑hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five‑day working week.
Skills and Experience Required
* Previous experience in a customer service role
* Comfortable communicating with people in a clear, polite, and professional way
* Able to stay organised, follow processes, and manage multiple tasks at once
* Takes responsibility for completing work accurately and on time
* Careful and consistent when recording information and updating systems
* Good written and verbal communication skills, with the ability to remain calm and professional
Benefits
* Flexible working options
* 33 days holiday including bank holidays
* Holiday purchase scheme
* Enhanced family‑friendly benefits (maternity, adoption, paternity and IVF)
* 2 paid days off per year for voluntary work to support local communities
* Staff Reward Scheme
* Pension scheme
* Life assurance 4× salary
* Sponsorship for professional development and memberships
* Employee Assistance Programme, including financial wellbeing support
* Mental health first aider support programme
* Cycle2work scheme
* Discounted Gym Membership
* Eye care voucher scheme
* Free flu vaccinations
* Employee social events and recognition activities throughout the year
* HP Employee discount programmes
* Mobile phone discounts
Equal Opportunity and Diversity
We are an Equal Opportunity Employer and welcome applications from all backgrounds, including different perspectives across age, gender, ethnicity, sexual orientation, disability, religion and belief. We support flexibility and accessibility for those with disabilities or health conditions and proudly support the Armed Forces community.
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