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- Tasks: Support the Service Management team and enhance customer service experiences.
- Company: Zen values diversity and individuality, welcoming everyone.
- Benefits: Generous leave, health care, flexible working, and continuous learning opportunities.
- Other info: Enjoy a supportive environment with excellent career growth and recognition.
- Why this job: Join a dynamic team and make a real impact on customer satisfaction.
- Qualifications: Experience in customer service or operational roles, preferably in Telecoms/IT.
The predicted salary is between 30000 - 40000 £ per year.
Here at Zen, your gender, race, ethnicity, neurodiversity, disability, sexuality, subculture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are. We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can do so and we will get back to you as soon as possible.
Overview
As a Service Management Associate, you'll be responsible for supporting the Service Management team and managing the service relationships with a number of our Business customers. You'll play a pivotal role in proactively driving the improvement and development of the award-winning service that we deliver to our Business customers. This will involve managing the customers' service level expectations, monitoring, reporting on and improving service performance on behalf of the customer through relevant Zen functions.
A key part of the role is also to actively manage high severity customer incidents and problems through to resolution. You'll act as the customers' eyes and ears within Zen and ensure all parties are regularly updated. This role is part of a service-focused team and gives a genuine career development opportunity within the growing Service Management function. We are looking for an enthusiastic, motivated individual with a passion to provide an enhanced customer service experience and you'll have a solid and proven background within a customer-facing or service-centric role in an operational/technical capacity preferably gained within the Telecoms/IT Services industry.
Key Responsibilities
- Measure and monitor service performance, including SLA measures, ensuring service reports are produced and delivered to agreed timescales for Service Managed customers.
- Monitor and analyse patterns of service underperformance (Incidents, service delivery failures etc.) identifying opportunities for improvement and service development.
- Support the Service Managers with the facilitation and tracking of service improvement initiatives.
- Support the Service Managers to pro-actively drive Service Improvement through the development and implementation of Customer Service Improvement Plans.
- Develop relationships of openness and trust with customers and suppliers to allow a better understanding of their business and a shared understanding of any issues.
- Establish and maintain regular and effective communication with key customer contacts.
- Maintain Service documentation that includes service descriptions, SLA details and reporting and service processes.
- Generating and communicating customer facing Incident Reports.
- Hold and maintain documents in line with ISO 9001 and 27001 audit requirements.
- Production and management of Management Information.
- Produce and communicate customer facing communications through liaison with key business functions.
Benefits
- 2 x Life Assurance Cover, with option to flex upwards.
- 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
- Access to private Medical Healthcare and a Healthcare Cash Plan.
- An extra day off for your birthday.
- Car salary sacrifice scheme.
- Continuous learning and development.
- Discounted Mobile plans.
- Flexible and Hybrid working.
- Free onsite parking.
- Internal coaching and mentoring opportunities.
- Onsite Contemplation and Prayer room.
- Onsite Electric Car Charging points.
- Optional flexible critical illness cover.
- People-friendly policies.
- Recognition awards where we celebrate the most awesome people.
- Retail discounts.
- Salary sacrifice Pension - minimum of 3% Employee contributions for a 5% Employer contribution.
- Six monthly salary reviews.
- Subsidised Nursery fees.
- Subsidised Onsite Restaurant.
- Superfast Free Reliable Broadband.
- Travel Loan and Ride2Work Schemes.
- Two days' paid leave per year for voluntary work.
Service Management Associate in Castleton employer: Zen Internet Ltd
Contact Detail:
Zen Internet Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Management Associate in Castleton
✨Tip Number 1
Get to know Zen's culture! They value individuality and diversity, so show them who you are. When you chat with them, share your unique experiences and how they shape your approach to customer service.
✨Tip Number 2
Prepare for those tricky questions! Think about how you've handled high-pressure situations in the past, especially in customer-facing roles. We want to hear about your problem-solving skills and how you keep customers happy.
✨Tip Number 3
Don’t forget to ask questions during your interview! This shows you're genuinely interested in the role and the company. Ask about their service improvement initiatives or how they support flexible working – it’s a great way to connect.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for enthusiastic individuals like you to join our team at Zen.
We think you need these skills to ace Service Management Associate in Castleton
Some tips for your application 🫡
Be Yourself: At Zen, we want to know the real you! Don’t be shy about sharing your unique experiences and perspectives in your application. This is your chance to shine and show us what makes you, well, you!
Tailor Your Application: Make sure to customise your application for the Service Management Associate role. Highlight your relevant experience in customer service and any specific skills that align with the job description. We love seeing how you can fit into our team!
Show Your Passion: Let your enthusiasm for providing excellent customer service come through in your writing. We’re looking for someone who’s genuinely excited about improving service experiences, so don’t hold back on expressing that passion!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our Zen family!
How to prepare for a job interview at Zen Internet Ltd
✨Know Your Stuff
Before the interview, make sure you understand Zen's values and how they align with your own. Familiarise yourself with the role of a Service Management Associate and be ready to discuss how your previous experience in customer service or technical roles can contribute to improving service performance.
✨Show Your Enthusiasm
Zen is looking for someone who is passionate about providing an enhanced customer service experience. During the interview, express your enthusiasm for the role and share specific examples of how you've gone above and beyond for customers in the past.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask your interviewers. This shows that you're genuinely interested in the role and the company. You might want to ask about the team dynamics, opportunities for professional development, or how Zen measures success in service management.
✨Be Yourself
Zen values individuality and diversity, so don’t hesitate to bring your authentic self to the interview. Share your unique experiences and perspectives, and don’t shy away from discussing any adjustments you might need during the recruitment process. This openness will resonate well with their inclusive culture.