Client Success Champion for IT Services

ITC Service; Hebburn; Remote; GBP 26,000 - 34,000; Full time

Job summary

ITC Service in Hebburn is seeking a Client Success Advisor to be the first point of contact for client requests and to drive high-quality service delivery.

You will work with teams across the business to monitor incidents, manage CRM updates, and build trust through proactive communication and meticulous problem solving. This role expects a 40-hour week in a friendly MSP environment with opportunities to improve processes and KPIs.

Qualifications

• Experience in a fast-paced customer service environment.
• Excellent verbal and written communication skills.
• Ability to manage time effectively and prioritise tickets.

Responsibilities

• Dispatch service tickets in a timely manner.
• Provide high quality customer service to ensure smooth flow of support tickets.
• Manage and escalate complaints effectively.
• Coordinate with other departments to resolve customer issues.
• Update CRM with customer information and ticket notes.
• Engage regularly with clients to address ongoing concerns and build trust.
• Provide performance feedback and assist with KPI tracking.

Skills

Client-facing

CRM proficiency

MSP operations knowledge

Communication skills

Job description

ITC Service in Hebburn is seeking a Client Success Advisor to be the first point of contact for client requests and to drive high-quality service delivery.

You will work with teams across the business to monitor incidents, manage CRM updates, and build trust through proactive communication and meticulous problem solving. This role expects a 40-hour week in a friendly MSP environment with opportunities to improve processes and KPIs.