Customer Support Specialist (London Area)

The role requires close collaboration with internal teams and third-party managed service providers to escalate issues, bridging the gap between first-line support and more complex technical and operational problem-solving 2nd and 3rd line support teams.

Energy/Utilities is a must.

Customer Experience

• Provide clear, professional, and empathetic support for customers contacting client Service Desk.
• Regularly monitor and review customer feedback and ticket trends to improve customer experience.
• Support process improvements to improve customer experience.

Support & Issue Resolution

• Provide industry SME-level support, handling queries escalated by the Service Desk.
• Investigate, categorise, and diagnose customer issues, ensuring efficient and accurate resolution.
• Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary.
• Manage and track customer cases and incidents, ensuring they are resolved efficiently within agreed SLAs.
• Maintain detailed records of investigations and resolutions for reporting and analysis.
• Participation in problem management & major incident management, as required.

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams to ensure effective resolution of cases and incidents.
• Liaise with external managed service providers and industry participants to support issue resolution and continuous improvement.
• Provide clear and concise communication to Participants and stakeholders regarding issue status and expected resolutions.

Process Improvement & Compliance

• Identify opportunities to improve workflows, efficiency and customer experience in handling issues and queries.
• Ensure adherence to industry regulations and internal IT governance policies and processes when managing cases and incidents.
• Generate reports and insights on recurring issues, trends, and areas for improvement.
• Support audits and compliance reviews related to case and incident Management.
• Proactive Learning & Knowledge Management
• Continuously identify and analyse potential issues and emerging trends mitigating risks proactively.

Must have:

• Proficiency in using ITSM tools such as ServiceNow.
• ITIL (v3/v4) qualified.
• Proven experience working in regulated industries, particularly within OFGEM guidelines and compliance frameworks.