At a Glance
- Tasks: Be the go-to person for IT support, solving 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 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 - 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 New 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 focus on customer service and problem-solving, employees are encouraged to develop their skills in a supportive environment, while enjoying the benefits of working for a company that values diversity and fosters personal and professional aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Coordinator New 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
Practice your communication skills! Since this role is all about customer service, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or use online resources to sharpen your verbal skills.
✨Tip Number 3
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 4
Don’t forget to follow up! After any interviews or networking chats, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in the role!
We think you need these skills to ace Client Service Coordinator New 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:We love a good problem solver! In your application, share examples of how you've tackled challenges in previous roles. This will help us see how you can handle the pressures of the job and keep our customers happy.
Keep It Clear and Concise:When writing your application, be clear and to the point. Use straightforward language and avoid jargon unless it's relevant. We want to see your communication skills shine through!
Apply Through Our Website:Don't forget to submit your application through our website! This ensures we get all your details correctly and helps us process your application smoothly. Plus, it shows you're keen to join our team!
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 Proactive
During the interview, emphasise your proactive approach to monitoring systems and suppliers. Share any experiences where you’ve taken the initiative to improve processes or services. This will align well with the company’s focus on service improvement and customer satisfaction.
