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Customer Service Specialist
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Customer Service Specialist
Solihull – Office Based
Up to £38,000
Company Description
We are a managed services provider delivering cybersecurity, communications and connectivity solutions that help businesses grow with confidence.
Our customers are at the heart of everything we do. We pride ourselves on providing exceptional service, building long-term partnerships and becoming a trusted extension of our customers' teams. As we continue to grow, we're looking for someone who shares our passion for delivering an outstanding customer experience.
About the Role
This is an excellent opportunity for someone with a strong B2B customer service, customer success, or account support background who enjoys building relationships, solving problems, and making a real difference for customers.
You'll begin by supporting our Service Delivery team, coordinating customer activity, providing administrative support, and ensuring every customer receives a first-class service. With structured training, mentoring, and support, you'll develop into a Service Delivery Manager, taking ownership of your own portfolio of customers and becoming responsible for the overall delivery of their services.
What You'll Gain
- This role offers a genuine career pathway into Service Delivery Management.
- You'll receive structured training, mentoring, and ongoing support to develop the technical, commercial, and service delivery skills needed to manage your own customer portfolio.
- If you have a strong B2B customer service background and are looking for the next step in your career, this role provides an excellent opportunity to develop into a Service Delivery Manager.
What You'll Be Doing
- Provide day-to-day administrative support to the Service Delivery team.
- Become a key point of contact for customers, building trusted B2B relationships and delivering an exceptional customer experience.
- Support Service Delivery Managers with the management of customer accounts and service activities.
- Own customer queries and service requests, coordinating internal teams to ensure timely resolution.
- Keep customers informed throughout the lifecycle of incidents, requests, and service improvements.
- Schedule and coordinate customer meetings, service reviews, and follow-up actions.
- Prepare customer reports, service documentation, and meeting packs.
- Maintain accurate customer records and ensure service documentation is kept up to date.
- Monitor service performance against agreed SLAs and KPIs, highlighting any risks or trends.
- Support the preparation and delivery of regular Service Review meetings.
- Act as an escalation point for customer service issues, ensuring concerns are managed professionally and resolved promptly.
- Work closely with Account Management and operational teams to support customer retention, service improvements, and growth opportunities.
- Assist with contract administration and develop an understanding of commercial performance as part of your progression into Service Delivery Management.
- Identify opportunities to improve internal processes and enhance the customer experience.
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What Success Looks Like
- Delivering an outstanding customer experience with consistently high customer satisfaction scores.
- Building strong, long-term B2B customer relationships.
- Supporting the achievement of customer retention targets.
- Meeting agreed service KPIs and SLA commitments.
- Providing accurate administration and supporting the successful delivery of customer services.
- Contributing to continual service improvement initiatives.
- Supporting opportunities for customer growth and additional services.
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What We're Looking For
We're much more interested in your relationship-building ability, B2B customer service experience, willingness to learn, and a can-do attitude than whether you've previously worked as a Service Delivery Manager. If you're passionate about delivering an exceptional customer experience and are looking to develop your career, we'll provide the training and support to help you succeed.
Essential
- Experience in a B2B customer service, customer success, client services, account support, or customer relationship management role.
- Proven ability to build and maintain strong business-to-business customer relationships.
- Excellent customer service skills with a genuine passion for delivering an exceptional customer experience.
- A positive, proactive can-do attitude with a willingness to learn and develop new skills.
- Strong administrative and organizational skills with excellent attention to detail.
- Experience coordinating multiple activities and managing competing priorities.
- Excellent written and verbal communication skills with the confidence to build relationships at all levels.
- Strong Microsoft Office skills, particularly Outlook, Excel, and Word.
- The ability to work collaboratively across multiple teams and take ownership of customer queries through to resolution.
Desirable
- Experience within IT, Telecoms, Technology, or Managed Services.
- Experience working with SLAs, KPIs, or service reporting.
- Knowledge of ServiceNow, ITSM tools, or ITIL.
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