At a Glance
- Tasks: Support the Service Management team and enhance customer service experiences.
- Company: Join a people-focused company that values diversity and individual growth.
- Benefits: Enjoy flexible working, competitive salary, and generous annual leave.
- Other info: Great career development opportunities in a supportive environment.
- Why this job: Make a real impact by improving service for business customers.
- Qualifications: Customer service experience in a technical or operational role preferred.
The predicted salary is between 30000 - 40000 € per year.
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 ensuring 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.
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, 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 to and we will get back to you as soon as possible.
Service Management Associate employer: Zen Internet
At Zen, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises employee well-being and development. As a Service Management Associate, you'll benefit from flexible working arrangements, continuous learning opportunities, and a supportive environment that values diversity and inclusion. With competitive benefits such as generous annual leave, private healthcare, and recognition awards, Zen is committed to fostering a rewarding career path for all employees in the heart of the Telecoms and IT Services industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Management Associate
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already at Zen. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Familiarise yourself with Zen's services and think about how you can contribute to improving customer experiences. Show us you're passionate about service management!
✨Tip Number 3
Practice your communication skills. As a Service Management Associate, you'll need to keep everyone in the loop. Role-play scenarios where you explain complex issues simply and clearly to customers.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you're genuinely interested in being part of the Zen family.
We think you need these skills to ace Service Management Associate
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Management Associate role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Your Passion:Let your enthusiasm shine through in your application! Share examples of how you've gone above and beyond in previous roles to enhance customer experiences. We love candidates who are genuinely excited about providing top-notch service.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity and want to quickly understand your qualifications and experiences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at Zen!
How to prepare for a job interview at Zen Internet
✨Know Your Service Management Basics
Before the interview, brush up on key concepts related to service management, especially in the Telecoms and IT Services industry. Understand SLAs, service performance metrics, and how to handle high-severity incidents. This knowledge will show your enthusiasm and readiness for the role.
✨Demonstrate Customer-Centric Thinking
Prepare examples from your past experiences where you successfully managed customer relationships or improved service delivery. Highlight how you proactively addressed customer needs and resolved issues, as this aligns perfectly with the responsibilities of a Service Management Associate.
✨Showcase Your Analytical Skills
Be ready to discuss how you've monitored and analysed service performance in previous roles. Think of specific instances where you identified patterns of underperformance and implemented improvements. This will demonstrate your ability to contribute to service development effectively.
✨Communicate Effectively
Since communication is key in this role, practice articulating your thoughts clearly and confidently. Prepare to explain complex ideas simply, as you'll need to keep customers updated and maintain effective communication with various stakeholders. Good communication can set you apart!
