Our client has a vacancy for a Service Support Specialist to contribute to the reporting, research, analysis, change and development of the business. This role is offered as a 12 month fixed term contract, working 35 hours per week, Monday to Friday, 9am to 5pm. The role • Take a leading role in the management of the service mailboxes and to process any escalated requests or queries • Recommend changes to improve efficiencies that contribute towards the continuous improvement of the service • Provide support to other business services on an ad hoc basis, where required Key accountabilities • Support the Service Delivery Manager and Compliance & Technical Manager with the delivery/development of the service • Support the achievement of defined targets related to the delivery of the service • Provide guidance and technical support to users • Provide a high level of customer service to external business partners ensuring all communication is aligned to the standards and formats of business communications policy • Develop and respond to management reports to identify any issues and work collaboratively with the SDM and CRM team to take corrective action and provide recommendations for improvement • Identify trends in the services and respond accordingly, taking ownership of communicating these • Ensure that robust systems, processes and methodologies are defined and deployed to ensure effective monitoring, control and performance of the service • Understand functional / technical documentation in order to confidently support the resolution of enquiries • Support the on-boarding of new customers to the service, ensuring a high level of customer service at all times The person • Track record of enquiry management & resolution • Experience of delivering high levels of customer service • Experience of working in a relationship management role • Strong Influencing and people skills • Concise and accurate written and verbal communication skills • Proactive approach to work with the ability to work with minimal supervision • Innovative thinker – able to use all available resources to solve problems • Professional and confident telephone manner • Good working knowledge of MS Office, particularly Word, Excel and Powerpoint Due to the large number of responses we receive it is not always possible to respond to every application. We will only contact those candidates short-listed for this role. If you have not heard from us within 7 days please assume you have been unsuccessful on this occasion. If you wish to apply for further roles please do so. We will retain your details on file and contact you should a suitable vacancy become available.
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01908 726 030/
01908 726 062