At a Glance
- Tasks: Support customers, coordinate activities, and ensure exceptional service delivery.
- Company: Dynamic managed services provider focused on cybersecurity and connectivity solutions.
- Benefits: Competitive salary, structured training, mentoring, and career progression opportunities.
- Other info: Exciting career pathway into Service Delivery Management with ongoing support.
- Why this job: Join a passionate team and make a real difference in customer experiences.
- Qualifications: B2B customer service experience and strong relationship-building skills.
The predicted salary is between 24000 - 28000 £ per year.
- Customer Service Specialist
- Solihull – Office Based
- Company Description
We are a managed services provider delivering cybersecurity, communications and connectivity solutions that help businesses grow with confidence.
Our customers are at the heart of everything we do.
We pride ourselves on providing exceptional service, building long-term partnerships and becoming a trusted extension of our customers' teams.
As we continue to grow, we're looking for someone who shares our passion for delivering an outstanding customer experience.
About the Role
This is an excellent opportunity for someone with a strong B2B customer service, customer success or account support background who enjoys building relationships, solving problems and making a real difference for customers.
You'll begin by supporting our Service Delivery team, coordinating customer activity, providing administrative support and ensuring every customer receives a first-class service.
With structured training, mentoring and support, you'll develop into a Service Delivery Manager, taking ownership of your own portfolio of customers and becoming responsible for the overall delivery of their services.
What You'll Gain
This role offers a genuine career pathway into Service Delivery Management.
You'll receive structured training, mentoring and ongoing support to develop the technical, commercial and service delivery skills needed to manage your own customer portfolio.
If you have a strong B2B customer service background and are looking for the next step in your career, this role provides an excellent opportunity to develop into a Service Delivery Manager.
- What You'll Be Doing
- Provide day-to-day administrative support to the Service Delivery team.
- Become a key point of contact for customers, building trusted B2B relationships and delivering an exceptional customer experience.
- Support Service Delivery Managers with the management of customer accounts and service activities.
- Own customer queries and service requests, coordinating internal teams to ensure timely resolution.
- Keep customers informed throughout the lifecycle of incidents, requests and service improvements.
- Schedule and coordinate customer meetings, service reviews and follow-up actions.
- Prepare customer reports, service documentation and meeting packs.
- Maintain accurate customer records and ensure service documentation is kept up to date.
- Monitor service performance against agreed SLAs and KPIs, highlighting any risks or trends.
- Support the preparation and delivery of regular Service Review meetings.
- Act as an escalation point for customer service issues, ensuring concerns are managed professionally and resolved promptly.
- Work closely with Account Management and operational teams to support customer retention, service improvements and growth opportunities.
- Assist with contract administration and develop an understanding of commercial performance as part of your progression into Service Delivery Management.
- Identify opportunities to improve internal processes and enhance the customer experience.
- What Success Looks Like
- Delivering an outstanding customer experience with consistently high customer satisfaction scores.
- Building strong, long-term B2B customer relationships.
- Supporting the achievement of customer retention targets.
- Meeting agreed service KPIs and SLA commitments.
- Providing accurate administration and supporting the successful delivery of customer services.
- Contributing to continual service improvement initiatives.
- Supporting opportunities for customer growth and additional services.
What We're Looking For
We're much more interested in your relationship-building ability, B2B customer service experience, willingness to learn and a can-do attitude than whether you've previously worked as a Service Delivery Manager.
If you're passionate about delivering an exceptional customer experience and are looking to develop your career, we'll provide the training and support to help you succeed.
Essential
- Experience in a B2B customer service, customer success, client services, account support or customer relationship management role.
- Proven ability to build and maintain strong business-to-business customer relationships.
- Excellent customer service skills with a genuine passion for delivering an exceptional customer experience.
- A positive, proactive can-do attitude with a willingness to learn and develop new skills.
- Strong administrative and organisational skills with excellent attention to detail.
- Experience coordinating multiple activities and managing competing priorities.
- Excellent written and verbal communication skills with the confidence to build relationships at all levels.
- Strong Microsoft Office skills, particularly Outlook, Excel and Word.
- The ability to work collaboratively across multiple teams and take ownership of customer queries through to resolution.
Desirable
- Experience within IT, Telecoms, Technology or Managed Services.
- Experience working with SLAs, KPIs or service reporting.
- Knowledge of Service Now, ITSM tools or ITIL.
Customer Service Specialist in Birmingham employer: neoci
As a leading managed services provider, we pride ourselves on fostering a dynamic work culture that prioritises innovation and customer success. Our employees benefit from continuous professional development opportunities, a collaborative environment, and the chance to make a real impact in the lives of our customers. Located in a vibrant area, we offer a supportive atmosphere where your contributions are valued, and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at neoci. 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 neoci 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 Customer Service Specialist in Birmingham
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 neoci:Your cover letter is your chance to shine! Tell us why you want to work at neoci 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 neoci!
How to prepare for a job interview at neoci
✨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.
