Senior Customer Ops Specialist in Manchester

The Senior Customer Operations Specialist resides within the Customer Operations area of the EMEA Services function. This role is responsible for overseeing the transition of new and changed services into Customer Operations, onboarding clients into live service operations, and managing change and configuration processes. You will define and implement Insight's knowledge strategy and ensure ITIL-aligned Service Management practices are adhered to throughout the lifecycle of all client accounts. Additionally, you will act as a subject matter expert and escalation point for the service desk, Customer Operations Specialists, and clients regarding service management matters.

Key Responsibilities:

• Teach, train, coach, and mentor teammates to promote satisfaction and career progression.
• Act as the senior escalation point for the Customer Operations Service Desk, Customer Operations Specialists, and clients.
• Develop and maintain the Transition and Early Life Support process for all new/changed services entering the live BAU environment.
• Transition clients into service with a focus on client satisfaction, ensuring first contact sets positive expectations.
• Project manage client transition tasks efficiently and with a client focus.
• Assess Change impacts and risk mitigations, communicating effectively to stakeholders.
• Ensure accurate upload of client asset-owned inventory for service contract compliance.
• Deliver internal knowledge articles to educate and onboard new hires on Insight service offerings.
• Provide Service Desk and End-user training to assist teammates and clients.
• Ensure ITIL Managed Service practices are documented for new/changed services before acceptance into the live environment.
• Implement workflow management across Services and clients to ensure SLA adherence.
• Deliver monthly call and ticket quality scoring and ensure training needs are met.
• Own and action the Customer Satisfaction Management process.
• Identify, execute, and measure continual service improvement initiatives.

Essential Skills:

• High level of written and spoken English.
• Fully conversant with Microsoft Office suite (Outlook, Excel, Word) and working knowledge of core technology for supporting end users (Office 365 & modern ITSM tools).
• Process-driven with excellent attention to detail and working knowledge of ITIL practices (Asset & Config, Incident, Problem, Knowledge Management, etc.).
• Evidence of continuing professional development and a self-developer mindset.
• Ability to simplify and explain complex issues to various audiences.
• Strong ability to build positive relationships with external clients and teammates.

Desirable Skills & Experience:

• Educated to degree level or equivalent work experience.
• Basic understanding of Project Management or relevant qualification.
• Fluency in an additional European language.
• Microsoft Certified professional qualification.
• Proven team leader experience.
• Extensive practical application of the ITIL framework (ITIL Foundation v4 or higher certification).
• Experience working in a globally diverse environment with an understanding of equality, diversity, and inclusion.

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity.