At a Glance
- Tasks: Manage client inquiries and ensure excellent customer service in a dynamic environment.
- Company: Join Bechtle, a leading IT solutions provider focused on customer excellence.
- Benefits: Enjoy hybrid working, competitive salary, health perks, and fun social events.
- Other info: Opportunity for growth with training and mentorship in a supportive culture.
- Why this job: Be the frontline support for clients and enhance their experience while developing your skills.
- Qualifications: 1-2 years in customer service, strong communication skills, and a passion for helping others.
The predicted salary is between 24000 - 28000 £ per year.
As a Service Delivery Associate at Bechtle you will be working within our Shared Delivery Hub.
You will be a proactive and customer-focused individual primarily responsible for managing a shared inbox for client inquiries, requests and issues. This role serves as the frontline support for our clients and will be crucial in ensuring that all client interactions are handled efficiently and effectively.
Job Role Responsibilities (% of Time)
Customer Management (50%)
- Monitor and manage the shared delivery inbox for incoming customer inquiries, requests, and issues
- Take ownership of all shared delivery client inquiries, requests, and issues, to conclusion
- Respond promptly and professionally to client inquiries, providing accurate information and assistance as needed
- Coordinate with internal teams to address client requests and resolve issues in a timely manner
- Act as the first point of escalation for all shared delivery clients
- Escalate complex issues or requests to Service Delivery Lead, Service Delivery Managers or other relevant stakeholders as necessary
- Arrange and manage meetings regarding customer contract renewals
- Maintain detailed records of client interactions and actions taken to ensure accountability and transparency
Data Analytics & Reporting (25%)
- Collating data to create reports/metrics/produce graphical data.
- SLA measurement, finance and resource reporting.
- Entering data and accurately recording all information taken.
- Ensure all client documentation is accurate and up to date with our document management tool suite.
Service Delivery (15%)
- Create and maintain service reports for shared delivery clients
- Schedule and attended remote service review meetings
- Drive best practices and ensure service excellence
- Ensure that all processes and procedures are followed
- Work with the wider Operations Centre team to achieve customer excellence
- Ensure relevant Service Level Agreements (SLAs) are managed, monitored and reported on and communicated to the clients
- Proactively identify opportunities to improve processes and enhance the client experience
- Collaborate with the Head of Service Delivery and Service Delivery Managers to develop and implement best practices for client support and service delivery
- Participate in training and development opportunities to enhance knowledge and skills in service delivery and customer management
Skills and Experience Essential
- 1-2 years of experience in a customer service or client-facing role, preferably within the IT industry.
- Good around Microsoft Office Suite skills
- Strong communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders
- Self-motivated and ambitious with a positive attitude.
- Methodical problem-solving skills
- Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple priorities effectively
- Ability to work within a fast-paced environment, within a team or an individual
- Ability to build strong rapport with delivery partners
- Strong administration expertise
Skills and Experience Desirable
- Experience working with Autotask (ITSM Tool)
- Customer excellence training or qualifications
- IT infrastructure knowledge
What we offer
- Hybrid Working (3 days in/2 days out) after successful probation period.
- Starting Salary of £28,000 - £30,000 depending on experience.
- Top of the range technology in office and for home working (laptops, screens, etc)
- Subsidised health care/medical benefits
- Annual Leave – 25 days, increasing to 30 with time spent, plus Bank Holidays + optional 2
- Progression Plan – training & mentor programme.
Service Delivery Associate in Northampton employer: Bechtle UK
Bechtle UK is an excellent employer that values proactive individuals who thrive in a dynamic environment. With a hybrid working model, competitive salary, and a strong focus on employee growth, you will find ample opportunities for career progression while being part of a supportive team that prioritises customer satisfaction and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Associate in Northampton
✨Tip Number 1
Familiarise yourself with the IT industry and common customer service practices. Understanding the specific challenges clients face in this sector will help you engage more effectively during interviews.
✨Tip Number 2
Brush up on your Microsoft Office skills, especially Excel for data analytics and reporting. Being able to demonstrate your proficiency in these tools can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed client inquiries or resolved issues in previous roles. Highlighting your problem-solving skills and customer excellence will resonate well with the hiring team.
✨Tip Number 4
Research Bechtle's culture and values to align your responses during the interview. Showing that you understand their commitment to customer service and teamwork can demonstrate your fit for the role.
We think you need these skills to ace Service Delivery Associate in Northampton
Some tips for your application 🫡
Understand the Role:Before applying, make sure to thoroughly read the job description for the Service Delivery Associate position. Understand the key responsibilities and required skills, so you can tailor your application accordingly.
Tailor Your CV:Highlight relevant experience in customer service or client-facing roles, especially within the IT industry. Use specific examples that demonstrate your problem-solving skills and ability to manage multiple priorities effectively.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer excellence and your proactive approach. Mention how your skills align with the responsibilities of managing client inquiries and improving processes.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Bechtle UK
✨Know the Role Inside Out
Make sure you thoroughly understand the responsibilities of a Service Delivery Associate. Familiarise yourself with managing client inquiries, coordinating with internal teams, and maintaining detailed records. This will help you demonstrate your knowledge and enthusiasm during the interview.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Be ready to discuss how you've handled difficult situations, resolved client issues, and ensured customer satisfaction. This is crucial for a role that focuses on client interactions.
✨Demonstrate Problem-Solving Abilities
Since the role requires methodical problem-solving skills, think of specific instances where you've successfully identified and resolved issues. Discuss your approach to problem-solving and how it can benefit the team and clients at Bechtle.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you. It also demonstrates your proactive nature, which is essential for this role.
