At a Glance
- Tasks: Be the first point of contact for IT issues and manage support tickets.
- Company: Join Exponential-e, a pioneering UK Cloud and Communications company.
- Benefits: Flexible shifts, learning opportunities, and a supportive team culture.
- Other info: Dynamic environment with a focus on personal growth and inclusivity.
- Why this job: Make a real impact by solving customer issues and enhancing service quality.
- Qualifications: Strong customer service skills and a problem-solving mindset.
The predicted salary is between 31500 - 38500 £ per year.
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company. We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Hours: 24/7 Shift Pattern - 2 Days, 2 Nights and 4 Days off
Overall purpose of the job:
- Be the first point of contact for Ambulance Trusts (with any ARP related IT issues) and other Exponential-e customers.
- Responsible for managing and owning support tickets and driving customer issues through to resolution either internally or via suppliers.
- Proactively monitor systems and suppliers for any potential issues.
Key responsibilities for this job:
- Understand the end-to-end support model of ARP and the responsibility of each supplier.
- Log and accurately assign incidents and service requests to resolver groups or suppliers within agreed SLAs.
- Acknowledge and escalate incidents and requests received via the portal, email (or other means apart from phone) to resolver groups or suppliers within agreed SLAs.
- Monitor open incidents and requests and ensure SLA targets, including updates and resolution, are met internally or by suppliers.
- Frequently engage with resolver groups and suppliers for regular updates and to ensure resolution time is met.
- Keep the customer regularly updated with progress on open incidents and requests, using appropriate level of detail and language.
- Monitor systems and suppliers to proactively identify any issues that may affect Exponential-e customers.
- Encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to the management for service improvement.
- Work proactively to ensure that all knowledge information is maintained and updated on an ongoing basis.
- Be a highly motivated team player with the skills and ability to manage changing priorities.
Knowledge and experience required:
- Strong customer service focus with excellent verbal and written communication skills.
- Proven problem solver with strong analytical and trend analysis skills.
- Flexible approach to work, with the ability to work effectively under pressure and a willingness to take ownership.
- Positive and professional attitude.
Desirable knowledge and experience:
- Experience working in a pressurised customer focused Service Desk within an ITIL based environment.
- Business to business (B2B) experience.
- ServiceNow, Remedy or a similar ITSM toolset experience.
- ITIL Foundation (V3 or V4).
Our People:
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey would recommend a friend to work for our organisation. Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape. Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
Client Service Coordinator in Bridgend employer: Exponential-e Careers
Exponential-e is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Client Service Coordinator to thrive. With a commitment to employee growth and development, we offer comprehensive training and support, ensuring that our team members are equipped to excel in their roles. Located in the heart of the UK, our dynamic work environment encourages creativity and teamwork, while our PRIDE principles guide us in delivering outstanding service to our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Coordinator in Bridgend
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Exponential-e Careers. 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 Exponential-e Careers 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 Client Service Coordinator in Bridgend
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 Exponential-e Careers:Your cover letter is your chance to shine! Tell us why you want to work at Exponential-e Careers 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 Exponential-e Careers!
How to prepare for a job interview at Exponential-e Careers
✨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.
