Job Summary
Job Title: Service Delivery Advisor
Reports to: Customer Services Manager
Direct Reports: N/A
Key Contacts: Operations Manager, Sales & Marketing Director, HR Manager & Financial Controller
Role Purpose
To act as a solutions focused Service Delivery partner, servicing the needs of the customer from order to delivery and beyond by managing orders, deliveries and projects.
Key Responsibilities
Service Delivery and Customer Success
* Cross-functional collaboration: Work in collaboration across the business to promote best practice and deliver for our customers.
* Customer feedback integration: Collect customer feedback regularly to align service with customer expectations.
* Providing information: Be responsive to customer questions and provide information about our products & services.
* Build sustainable relationships and trust with clients through open, concise and interactive interactions.
* Answer and triage incoming phone calls from customers and stakeholders, adapting to changing priorities and tasks.
* Identify and assess customers’ needs to exceed satisfaction.
* Customer orientation and ability to adapt/respond to different types of characters.
* Work alongside the Major Projects team to support the delivery of large scale or complex projects.
* Create and manage Customer Sales Orders and associated Purchase Orders using Microsoft Suite products, managing orders, deliveries and projects.
* Assist in embedding business goals for operational efficiency and increased productivity.
* Log and triage customer queries, ensuring they are resolved within agreed SLA’s and performance measures.
* Collaborate with all internal stakeholders and teams to ensure processes are followed efficiently to meet customer needs.
Continuous Improvement
* Stay current with the latest trends in products and services to bring innovative ideas to the company.
* Comply with best practices and standards for operational excellence.
* Foster a culture of continuous improvement within the customer services team.
* Leverage technology to consistently improve the client experience.
Personal Specification
* Proven experience in managing jobs from Customer Order to completion of goods and services.
* Ability to follow, define, and improve business processes.
* Proficient in MS Suite.
* Excellent communication and presentation skills.
* Proven customer support experience with a track record of over-achieving.
* Strong phone contact handling skills and active listening.
* Ability to multi-task, prioritize, and manage time effectively.
* Good organizational skills and ability to prioritize to meet business deadlines.
* Strong written and oral communication skills.
Job Type: Full-time
Pay: £26,000.00-£27,000.00 per year
Additional Pay:
* Bonus scheme
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Health & wellbeing programme
* Life insurance
* On-site parking
* Paid volunteer time
* Private dental insurance
* Private medical insurance
* Sick pay
* Work from home
Schedule:
* Monday to Friday
Experience:
* Customer support: 1 year (required)
Work Location: In person
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