Client Success Advisor

beaumont; Newcastle upon Tyne; On-site; GBP 26,000 - 38,000; Full time

Job summary

Beaumont is seeking a Client Success Advisor in the North East to take ownership of ticket triage, workflow, and engineer scheduling. You will act as the operational bridge between clients and technical teams, ensuring tickets are reviewed and resolved promptly.

This role is ideal for someone looking to move from day-to-day troubleshooting into ITSM, service delivery, or account management, offering insight into MSP operations, SLA protection, and service quality measurement.

Qualifications

• Experience in customer service, helpdesk dispatch, or operational coordination.
• Clear, professional communication skills with confidence on the phone.
• Strong organizational ability and the composure to re-prioritize work when urgent issues arrive.
• Comfort working with ticketing software, CRM systems, and Microsoft 365.
• A practical mindset focused on keeping systems organized and clients informed.

Responsibilities

• Own the ticket dispatch lifecycle: Review incoming client calls, emails, and portal tickets, checking technical context and prioritizing issues before dispatching them into engineers' calendars.
• Coordinate engineering capacity: Manage daily schedules. When high-priority P1 incidents drop in, you reshuffle tickets on the fly to get critical issues handled fast.
• Protect SLAs and service delivery: Keep a constant eye on the service board, identify tickets approaching breach limits, and chase up stalled items.
• Drive client satisfaction: Act as the voice of the customer. You will update clients on progress, manage expectations, and follow up directly on customer feedback scores.
• Assist with onboarding and quick fixes: Help new clients get set up on the portal, run through basic access checks, and resolve simple first-contact requests like password resets.

Skills

Customer service

Helpdesk dispatch

Operational coordination

Clear communication

Ticketing software

CRM systems

Microsoft 365

Tools

Ticketing software

CRM systems

Microsoft 365

Job description

We are looking for a Client Success Advisor to join a growing Managed Service Provider (MSP) based in the North East.

This isn't a technical role, but you will require experience working in a service desk in order to get the most out of it. Instead, you take complete ownership of ticket triage, workflow, and engineer scheduling. You act as the operational bridge between clients and technical teams, making sure support requests get reviewed properly and resolved without delay. It's a real chance to have ownership in IT service.

For anyone looking to move away from day-to-day troubleshooting and build a career in IT Service Management (ITSM), Service Delivery, or Account Management, this is your launchpad. You will gain deep visibility into how an MSP runs, how SLAs are protected, and how service quality is measured.

What You Will Do

• Own the ticket dispatch lifecycle: Review incoming client calls, emails, and portal tickets, checking technical context and prioritizing issues before dispatching them into engineers' calendars.
• Coordinate engineering capacity: Manage daily schedules. When high-priority P1 incidents drop in, you reshuffle tickets on the fly to get critical issues handled fast.
• Protect SLAs and service delivery: Keep a constant eye on the service board, identify tickets approaching breach limits, and chase up stalled items.
• Drive client satisfaction: Act as the voice of the customer. You will update clients on progress, manage expectations, and follow up directly on customer feedback scores.
• Assist with onboarding and quick fixes: Help new clients get set up on the portal, run through basic access checks, and resolve simple first-contact requests like password resets.

What We Are Looking For

• Experience in customer service, helpdesk dispatch, or operational coordination. Experience within an IT environment or MSP is a plus, but strong organization and communication skills matter most.
• Clear, professional communication skills with confidence on the phone.
• Strong organizational ability and the composure to re-prioritize work when urgent issues arrive.
• Comfort working with ticketing software, CRM systems, and Microsoft 365.
• A practical mindset focused on keeping systems organized and clients informed.

Why Apply?

• A clear stepping stone into ITSM: Step away from routine script-following and take real operational ownership, setting yourself up for future roles in Service Delivery Management or IT Operations.
• A supportive, close-knit team: Work in an environment where your work has immediate visibility and your ideas for process improvements get heard.