At a Glance
- Tasks: Deliver top-notch managed services to customers while ensuring smooth operations and system administration.
- Company: Whitespace Work Software, a leader in waste and environmental solutions in the UK.
- Benefits: Flexible remote work, travel opportunities, and a chance to make a real impact.
- Other info: Dynamic role with opportunities for professional growth and collaboration across teams.
- Why this job: Join a growing team and help councils improve their waste management services.
- Qualifications: Experience in software support, strong communication skills, and a knack for problem-solving.
The predicted salary is between 35000 - 45000 £ per year.
Hybrid role – Home based with occasional travel to customer sites and Whitespace Head Office.
Who We Are
Whitespace Work Software is the leading provider of waste and environmental solutions in the UK. Our software supports over 120 local authorities and public sector contractors, helping them deliver efficient, compliant and customer-focused waste and environmental services.
The Role
The RMS Consultant is responsible for the day-to-day delivery of Whitespace Remote Managed Services to a portfolio of customers. Reporting to the Head of RMS, the role acts as an extension of the customer’s operational team, delivering system administration, configuration management, service support, governance activities and operational improvements that help customers maximise value from their Whitespace investment. Whilst the majority of activities are delivered remotely, the role includes attendance at customer sites where required to support service delivery, onboarding, workshops, service reviews and operational improvement initiatives. The RMS Consultant plays a key role in ensuring customers receive a proactive, structured and high-quality managed service experience.
Key Responsibilities
- Customer Service Delivery
- Deliver RMS services to an allocated portfolio of customers.
- Act as a day-to-day point of contact for RMS customers.
- Manage customer requests, ensuring timely communication and resolution.
- Build strong working relationships with customer stakeholders and operational users.
- Support customer review meetings and service health checks.
- Identify opportunities for service improvements and operational efficiencies.
- System Administration & Configuration
- Manage user accounts, permissions and role-based access controls.
- Administer Single Sign-On (SSO) and user access processes.
- Complete annual and seasonal configuration activities including bank holidays, service schedules and collection calendars.
- Configure and maintain service workflows, operational rules and business processes.
- Support annual subscription renewals, including garden waste and chargeable services.
- Maintain communication templates and operational system settings.
- Support customer restructures, service changes and operational transformation activities.
- Data & Operational Management
- Monitor system usage and operational performance.
- Complete data validation and quality assurance activities.
- Support managed data imports and customer data updates.
- Maintain service records, configuration logs and change histories.
- Assist customers in resolving data and operational issues.
- Identify trends, risks and opportunities through analysis of customer data.
- Governance & Continuous Improvement
- Prepare monthly RMS reports and service summaries.
- Track actions, risks and improvement opportunities.
- Ensure customer environments remain aligned with operational requirements and best practice.
- Support customers through organisational change, service reviews and process improvements.
- Promote proactive management and continuous improvement across the customer base.
- Attend customer sites where required to support RMS delivery activities.
- Support onboarding workshops, operational reviews and customer meetings.
- Assist with training, process reviews and system optimisation activities.
- Represent Whitespace professionally during customer-facing engagements.
- Internal Collaboration
- Work closely with Support, Product, Engineering and Professional Services teams.
- Escalate product issues appropriately whilst retaining ownership of customer communication.
- Support the onboarding of new RMS customers.
- Contribute to the development of RMS processes, documentation and service standards.
- Share knowledge and best practice across the wider organisation.
Knowledge, Skills & Experience
- Experience in software implementation, consultancy, service delivery, system administration or operational support.
- Strong customer relationship and stakeholder management skills.
- Excellent communication and presentation skills.
- Ability to manage multiple priorities and customer requirements simultaneously.
- Strong organisational and problem-solving abilities.
- Experience producing reports and communicating operational performance.
- High attention to detail and commitment to quality.
- Experience within local government, waste management or environmental services.
- Experience administering business-critical software applications.
- Knowledge of service management processes and service level agreements (SLAs).
- Experience delivering customer-facing workshops or reviews.
- Understanding of operational workflows and business process improvement.
Key Performance Indicators
- RMS customer satisfaction and retention.
- Achievement of agreed service response and resolution targets.
- Completion of administration and configuration activities within agreed timescales.
- Quality and accuracy of system configuration and documentation.
- Successful delivery of customer onboarding and service activities.
- Number and quality of improvement opportunities identified and implemented.
- Contribution to RMS customer retention and service growth.
Additional Requirements
- Ability and willingness to travel to customer sites across the UK as required.
- Full UK driving licence.
- Occasional overnight stays may be required.
- Ability to work independently whilst managing multiple customer priorities.
- Comfortable working directly with customer operational and management teams both remotely and on-site.
Reporting Structure
Reports to: Head of Remote Managed Services (RMS). This role forms part of the RMS service delivery structure and provides operational and customer-facing support to enable the continued growth and scalability of the RMS service.
Remote Managed Services (RMS) Consultant employer: Whitespace Work Software
Whitespace Work Software is an exceptional employer, offering a dynamic hybrid work environment that combines remote flexibility with the opportunity for in-person collaboration at customer sites and the Whitespace Head Office. Our commitment to employee growth is evident through continuous training and development opportunities, fostering a culture of innovation and teamwork that empowers our consultants to deliver high-quality managed services while making a meaningful impact on waste and environmental solutions across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Managed Services (RMS) Consultant
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Whitespace Work Software. 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 Whitespace Work Software 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 Remote Managed Services (RMS) Consultant
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 Whitespace Work Software:Your cover letter is your chance to shine! Tell us why you want to work at Whitespace Work Software 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 Whitespace Work Software!
How to prepare for a job interview at Whitespace Work Software
✨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.
