At a Glance
- Tasks: Be the go-to person for IT support, solving issues and keeping customers happy.
- Company: Join Exponential-e, a diverse and inclusive tech company in South Wales.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Work in a dynamic team where your contributions truly matter.
- Why this job: Make a real difference by helping customers and improving services every day.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
The predicted salary is between 25000 - 30000 € per year.
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).
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 Bridgend, South Wales employer: Exponential-e
Exponential-e is an exceptional employer located in Bridgend, South Wales, offering a dynamic work culture that prioritises employee growth and development. With a strong commitment to diversity and inclusion, the company fosters an environment where every team member's contributions are valued, ensuring that you can thrive both personally and professionally. As a Client Service Coordinator, you'll enjoy the opportunity to engage with a variety of clients while honing your skills in a supportive atmosphere that encourages proactive problem-solving and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Coordinator Bridgend, South Wales
✨Tip Number 1
Get to know the company inside out! Research Exponential-e and understand their values, services, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and problem-solving. Think of examples from your past experiences that showcase your skills and how you handle pressure.
✨Tip Number 4
Follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression. Plus, it shows that you’re proactive and keen on the opportunity!
We think you need these skills to ace Client Service Coordinator Bridgend, South Wales
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service and IT support. We want to see how your skills align with the role of Client Service Coordinator, so don’t hold back on showcasing relevant examples!
Showcase Your Problem-Solving Skills:Since this role involves managing support tickets and resolving issues, it’s crucial to demonstrate your problem-solving abilities. Share specific instances where you’ve successfully tackled challenges in a customer-focused environment.
Keep It Professional Yet Approachable:While we appreciate a friendly tone, remember to maintain professionalism in your written application. Use clear language and structure your thoughts logically to reflect the positive and professional attitude we’re looking for.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Exponential-e
✨Know Your Stuff
Make sure you understand the end-to-end support model of ARP and the role of each supplier. Brush up on ITIL principles, as they’re key in this role. Being able to discuss these topics confidently will show that you're serious about the position.
✨Show Off Your Communication Skills
Since you'll be the first point of contact for customers, practice your verbal and written communication skills. Prepare examples of how you've effectively communicated with clients in the past, especially in resolving issues or providing updates.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully solved problems under pressure. Be ready to share these examples during the interview, highlighting your analytical skills and how you’ve driven issues to resolution.
✨Be Proactive and Positive
Exude a positive attitude and show your willingness to take ownership of tasks. Discuss how you proactively monitor systems and identify potential issues before they escalate, as this aligns perfectly with what the company is looking for.
