Client Success Advisor

Client Success Team: Positively Engaging and Delighting Clients

At the heart of our Client Success team we commit to positively engage and delight our customers. Our team achieves this by empathising with our clients, taking the time to understand their IT requirements and the context behind their support needs. We ensure that expectations are agreed upon in a positive manner, reassuring our clients that we will take ownership of their IT incidents and requests. This approach not only fosters trust but also ensures that our clients feel valued and heard. We act with Integrity, to gain Trust and we Communicate well to deliver exceptional levels of Service… ITCS.

Job Purpose:

The Client Success team acts as the first point of contact for client’s wanting to raise support incidents and requests. They are instrumental in setting the tone for our client relationships and are responsible for monitoring the delivery of high-quality customer service. Our Client Success Advisors work to ensure that exceptional levels of client satisfaction are achieved and maintained through a client centric approach and optimal effective use of our internal resources.

This role involves maintaining client satisfaction, contributing to an efficient team and continuously improving processes to meet service standards and SLA’s. They ensure the accurate recording of information and work closely with all teams to ensure seamless, consistent and effective service delivery.

Main Duties and Responsibilities:

• Work collaboratively to dispatch service tickets in a timely manner.
• Provide high quality customer service to ensure the smooth flow of support tickets.
• Manage and escalate complaints effectively.
• Coordinate with other departments to resolve customer issues.
• Manage and update CRM systems with customer details / updates.
• Engage regularly with clients to address ongoing concerns, provide value and build trust.
• Maintain consistent client communication.
• Observe performance of the team and give detailed statistical feedback.
• Use data to measure productivity and goal achievement.
• Use data to inform planning.
• Report to management and make suggestions for improvements.
• Collaborate with management to set and align Key Performance Indicators (KPIs).
• Work closely with all departments to meet/exceed targets.
• Fully utilise ITC’s tools, such as Microsoft 365, ConnectWise PSA / Manage.
• Act with integrity and trust in all interactions with clients, prospects and team members.
• Tailor communication styles to suit different clients while upholding ITC’s commitment to excellent service.
• Demonstrate flexibility, resilience, and a process-driven approach in all activities

Skills and Experience

• Knowledge of the IT sector best practices and MSP operations.
• Strong client-facing and communication skills, written and verbal.
• Positive and energetic attitude.
• Customer service-oriented with a focus on exceeding expectations.
• Resilient and adaptable under pressure with the ability to prioritise.
• Passionate about contributing to team success.
• Excellent interpersonal skills for building a strong rapport with clients and colleagues.
• Work experience in a fast-paced customer service role.

Working Arrangements

The position is based out of ITC Service’s head office in Hebburn. The normal hours of employment will be 40 Hours per week, 08:00 – 17:00, Monday to Friday, during which one hour may be taken for lunch.

It is expected that the successful candidate will be able to accommodate changes to their working hours from time to time as required.

If you want to apply and think you have the relevant skills please complete this questionnaire, if successful we will be in touch!

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Job Types: Full-time, Permanent

Pay: From £27,500.00 per year

Benefits:

• Company events
• Cycle to work scheme
• Life insurance
• On-site parking
• Private medical insurance

Ability to commute/relocate:

• Hebburn NE31 2EX: reliably commute or plan to relocate before starting work (required)

Language:

• English (required)

Licence/Certification:

• Drivers Licence (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person