At a Glance
- Tasks: Be the go-to person for IT support, resolving issues for Ambulance Trusts and customers.
- Company: Join Exponential-e, a diverse and inclusive tech company focused on customer service.
- Benefits: Enjoy a supportive work environment with opportunities for personal and professional growth.
- Other info: Work in a fast-paced environment with a focus on teamwork and innovation.
- Why this job: Make a real difference by helping customers and improving services in a dynamic role.
- Qualifications: Strong communication skills and a passion for problem-solving are essential.
The predicted salary is between 25000 - 32000 € 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 in Porthcawl employer: Exponential-e
Exponential-e Group is an exceptional employer located in Bridgend, South Wales, offering a dynamic work culture that prioritises inclusivity and employee growth. With a strong commitment to professional development and a focus on maintaining high standards of customer service, employees are empowered to take ownership of their roles while benefiting from a supportive team environment. The company values diversity and encourages feedback, ensuring that every team member's contributions are recognised and appreciated.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Coordinator Bridgend, South Wales in Porthcawl
✨Tip Number 1
Get to know the company inside out! Research Exponential-e and understand their values, services, and the specific role of a Client Service Coordinator. This will help you tailor your conversations and show that you're genuinely interested.
✨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. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a positive impression. Plus, it shows that you’re proactive and keen to join the team!
We think you need these skills to ace Client Service Coordinator Bridgend, South Wales in Porthcawl
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Service Coordinator role. Highlight your customer service skills and any relevant experience in IT support, as this will show us you understand what we're looking for.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love seeing candidates who can think on their feet and resolve issues efficiently, so don’t hold back!
Keep It Professional Yet Approachable:While we want to see your personality shine through, remember to maintain a professional tone. Use clear language and avoid jargon unless it’s relevant to the role. We appreciate straightforward communication!
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches us without any hiccups, and you’ll get to see more about our company culture while you’re at it!
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 tricky situations. This will demonstrate your customer service focus.
✨Problem-Solving Mindset
Be ready to showcase your problem-solving abilities. Think of specific instances where you’ve resolved issues under pressure. Highlight your analytical skills and how you’ve used them to identify trends or potential problems before they escalate.
✨Stay Positive and Professional
Exude a positive attitude throughout the interview. Companies like Exponential-e value professionalism and a can-do approach. Share experiences where you maintained composure and professionalism, even when faced with challenging customer interactions.
