At a Glance
- Tasks: Collaborate with teams to ensure top-notch service delivery and support ITIL functions.
- Company: Join CDL, a leading software development house in the Insurance & Finance sectors.
- Benefits: Enjoy hybrid working, 25+ days holiday, and excellent training opportunities.
- Other info: Be part of a diverse team with great career progression and fun workplace activities.
- Why this job: Make a real impact while developing your skills in a dynamic environment.
- Qualifications: Experience in ITIL and strong communication skills are a plus.
The predicted salary is between 20500 - 25000 £ per year.
As a key member of the Operations Department within the Service Management team, you will collaborate closely with Service Managers and Service Delivery Leaders to ensure that all services are delivered in accordance with established policies, processes, and procedures. Reporting directly to the Operations Technical Lead, you will maintain direct communication with both internal and external clients, work to agreed service level agreements (SLAs), support ITIL functions, and assist with the escalation process. A proven ability to manage client expectations and a strong commitment to customer service are essential.
Department: Service Management
Location: North West UK - Hybrid
Compensation: £24,570 - £31,000 / year
CDL is a leading UK software development house with a focus on the Insurance & Finance sectors. The role emphasizes collaboration with CDL support teams and staying informed about evolving technologies and services.
Key Responsibilities
- Problem-solving and analytical tasks
- Creating ad hoc reports
- Adhering to ITIL best practices at all times
- Supporting the digital delivery system by collaborating with Digital Squads to prioritize workloads and address high-impacting issues
- Ensuring all internal processes and documentation are current
- Proactively identifying and driving process improvements
We seek candidates who can quickly adapt, deepen their CDL product knowledge, and contribute to a culture of continuous improvement.
Skills, Knowledge and Expertise
- Experience with ITIL release, change, service management, and/or project management
- Ability to meet tight deadlines and manage work pressures effectively
- Experience working across various business areas with strong customer focus and corporate awareness
- Excellent written and verbal communication skills, with the ability to liaise with internal and external partners
- ITIL Foundation qualification (desirable but not essential)
- Proficiency in MS Outlook, Word, and Excel
- Commitment to high standards of customer care
- Strong organizational and prioritization skills
- Ownership and accountability for tasks
- Effective problem-solving abilities
Benefits
- Hybrid Working (2 days a week in the office)
- Truly flexible working
- 25 days holiday to start, increasing by 1 day per year of service up to 30 days
- Recognition of CDL as a top employer
- Excellent training and development platform
- Opportunities for career progression
- Health and wellbeing programme
- Virtual activities, lunch and learns, coffee mornings and meetups
- Life and health assurance
- Electric Vehicle scheme
- Established recognition award system
- Parental benefits
- Diversity and Inclusion network
- Pension scheme
- Community projects and volunteer days
- Refer a friend bonus
Campus Benefits:
- On-site free parking
- Open plan modern offices
- Quiet spaces are available
- Shuttle bus to and from the station
- Subsidised restaurant
- Games room and chill-out zone
- Annual Hackathon & Deep Racer events
- Social activities and events through the company group
- XtraCar wash, barber, yoga classes, boot camp, and massage services on site
- Cycle to work scheme
- Shower and dry rooms
Diversity and Inclusion: We’re on a journey to keep innovating, welcoming new ideas and ways of thinking. CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and are open to discussing flexibility requirements and workplace adjustments with all applicants.
Service Analyst in Manchester employer: CDL Software
At CDL, we pride ourselves on being a top employer for the tenth consecutive year, offering a vibrant work culture that promotes flexibility and employee well-being. Our hybrid working model, coupled with extensive training and development opportunities, ensures that you can grow your career while enjoying a balanced lifestyle. With modern office facilities, a strong commitment to diversity and inclusion, and numerous social activities, CDL is an excellent place to build a meaningful and rewarding career as a Compliance Auditor in the North West UK.
StudySmarter Expert Advice🤫
We think this is how you could land Service Analyst in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CDL Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CDL Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Analyst in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CDL Software:Your cover letter is your chance to shine! Tell us why you want to work at CDL Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CDL Software!
How to prepare for a job interview at CDL Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
