At a Glance
- Tasks: Be the go-to person for clients and engineers, ensuring smooth service delivery.
- Company: Celestra Limited, a dynamic IT services company in hospitality and retail.
- Benefits: Up to £29,000 salary, bonus scheme, private medical insurance, and 23 days holiday.
- Other info: Enjoy modern offices, team socials, and great perks like fresh fruit and a coffee van.
- Why this job: Join a vibrant team and make a real impact in customer service and support.
- Qualifications: Strong communication skills, attention to detail, and ability to work independently.
The predicted salary is between 29000 - 29000 £ per year.
Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to build strong, long-term partnerships. We become an extension of our Clients teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.
About the Role
You'll be the main point of contact for clients, engineers, and end-users, ensuring maintenance and service requests are handled promptly and within SLA. Your role includes managing calls, scheduling engineers, and keeping all parties informed to ensure smooth service delivery.
Our core hours are Monday to Friday, 8:30am-5:30pm. The Support Centre operates 7 days a week with shifts between 6:00am-9:00pm. Weekend shifts (typically 1 in 4) are remote, with two weekdays off in return. Occasional overtime may be required.
What You’ll Do:
- Customer Service: You'll deliver high-quality support, responding promptly to queries and escalating issues when needed.
- Service Request Management: Log, track, and update all service jobs, ensuring accurate documentation and timely closure in line with SLAs.
- Engineer Scheduling: Assign engineers based on skills, location, and availability; review and process their reports and paperwork.
- Job Completion: Ensure all jobs are completed, closed, and invoiced accurately and on time.
- Coordination: Work closely with Logistics and Warehouse to ensure timely stock delivery for installations.
- Communication: Keep clients informed on job progress and internal teams updated on issues like stock or resource availability.
- Time Management: Prioritise tasks to meet daily objectives and maintain smooth service operations.
- Task Management: Monitoring daily tasks for the desk and allocating accordingly.
- Quality and Accuracy: Spot checks across systems to improve service and internal mentoring/training.
- Finance: Raise PO's, prepare jobs for invoicing and POR's accurately checked and approved each week.
- Client Reporting: Assist SDM in preparing and issuing monthly client service reports (data analysis).
What You’ll Bring:
- Attention to Detail: You'll accurately record and track information with strong organisational skills.
- Communication: You'll maintain a professional telephone manner with clear verbal and written skills.
- Independence: You'll take initiative and ownership of tasks, working confidently on your own.
- Trustworthiness: You'll handle confidential information responsibly and adapt to changing needs.
- Flexibility: You'll maintain a positive attitude and be available to work weekends when required.
What We Offer:
- Bonus Scheme (Paid twice yearly)
- Career Development - Ongoing professional development and clear internal progression routes
- Recognition & Rewards - From Star of the Month to Team Hug and spontaneous shout-outs
- Private Medical Insurance - Including 24/7 digital GP access, so you’re covered round the clock.
- Employee Assistance Programme (EAP) - 24/7 confidential support, whatever life throws your way.
- 23 days holiday, increasing to 26 days after 3 years service plus all the UK bank holidays off.
- Holiday Trading - Fancy a bit more time off? You can buy extra holiday anytime through the year.
- Cycle to Work Scheme - Plus seasonal health perks like free flu jabs and eye tests on us.
- Tech Payment Scheme - In partnership with Currys, spread the cost of your next must-have gadget.
- Brilliant Discounts - Enjoy savings on the high street, in restaurants, and on your travels.
Office Perks:
- Fresh Fruit Delivery every week, plus breakfast, lunch on site and a cheap tuck shop (everything is 50p)
- Modern Offices - With parking, pool table, ping pong, and our very own pub garden for a proper summer BBQ.
- On-Site Treats - A daily coffee van to perk you up, and an ice cream van when the sun's out.
- Team Socials - From team parties to charity fundraisers, there’s always something going on.
Senior Support Centre Analyst in Milton Keynes employer: Celestra
Celestra Limited is an exceptional employer located in Milton Keynes, offering a vibrant work culture that prioritises employee well-being and professional growth. With a strong focus on career development, generous benefits including private medical insurance and a bonus scheme, and a supportive environment that encourages teamwork and recognition, Celestra stands out as a rewarding place to work for those seeking meaningful employment in the IT services sector.
