Client Success & Service Delivery Specialist

beaumont; Newcastle upon Tyne; Sur place; GBP 26 000 - 38 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Helpdesk dispatch

Operational coordination

Clear communication

Ticketing software

CRM systems

Microsoft 365

Outils

Ticketing software

CRM systems

Microsoft 365

Description du poste

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.