Support Consultant

 In

FrossellDowning

Job Title: Support Consultant

Location of Role: Milton Keynes

Salary: £23,000 per annum

Benefits:

  • 25 Days annual leave (plus bank holidays)
  • Personal Training Budget of £1,000 per annum (in addition to other training opportunities provided)
  • 16-25 Railcard / Network Rail Card
  • Other benefits, including multiple social and charity events each year

If you are looking to consolidate your key skills and attributes within an organisation that offers advancement, challenge and values their employees then this is the company for you.

As a member of the Support Team, you will have a variety of responsibilities that contribute to the successful delivery of customer contracts. In the role of Support Consultant, you will ensure all users get the best possible experience from using our client’s technology, by providing first-class customer service.

Responsibilities:

  • Provide reactive telephone, live chat and query support to users of the technology, in line with pre-defined SLAs
  • Improve overall customer satisfaction via interactions with users through the support channels and face to face
  • Pro-actively engage with users through phone calls, emails as well as face to face
  • Regular surveys and gathering of feedback from users to determine where improvements to the technology and customer experience can be made, which will benefit users and in turn increase their advocacy of the technology
  • Proactively monitor each client’s Measures of Success to identify potential issues before they occur and impact on the client’s objectives
  • Analyse data to identify performance trends, creating management reports that can be utilised to design and implement improvement initiatives
  • Occasional site visits, delivering presentations and briefings where required
  • Occasional travel (expenses paid)

Essential Skills:

  • Degree educated, second class honours or above
  • Excellent communication skills
  • Customer driven with the ability to build long term relationships
  • Good presentation skills
  • Good level of analytical skills

Desirable:

  • Experience in a customer service / client facing environment

The Person:

  • A willingness to take initiative and responsibility
  • A strong focus on customer service / experience
  • Tenacious and adaptable
  • Ability to plan and manage change
  • Strong ability to multi task and prioritise
  • Target driven with an ability to work well under pressure and meet tight deadlines
  • Strong problem solving and organisation skills
  • Proactive attitude to work

To apply for this job email your details to info@frosselldowning.co.uk


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