Customer Service Delivery Specialist

Novatech Ltd; Portsmouth; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Service Delivery Specialist, where you will provide exceptional support to customers using an innovative remote device management solution. In this dynamic role, you'll handle customer queries through chat channels, ensuring a seamless experience. With a commitment to training and development, you'll work within a supportive team dedicated to delivering first-class service. Enjoy a vibrant workplace culture that values authenticity and well-being, alongside a range of perks including generous holiday, health plans, and hybrid working arrangements. This is your chance to make a real impact in a growing B2B environment!

Benefits

25 days holiday plus bank holidays

Health plan scheme

Upskilling apprenticeship training

Cycle to work

Employee Assistance Programme

Staff discounts

Social and wellbeing events

Hybrid working

Great breakout room

Kitchen and shower facilities

Qualifications

• Experience in customer services or sales admin/support, ideally with B2B customers.
• Excellent communication skills and attention to detail are essential.

Responsibilities

• Handle customer queries promptly via chat channels, ensuring swift responses.
• Assist with quotes, returns, and order placements while meeting SLAs.

Skills

Customer Service

Sales Support

Problem Solving

Communication

Attention to Detail

Microsoft Office

Technical Enthusiasm

Education

High School Diploma

Relevant Certifications

Tools

Slack

Job description

Are you a problem solver who loves helping customers? Do you thrive in a fast-paced environment? If your answer is yes, then we want to hear from you!

A bit about the role:

Our Service Delivery Specialist Team is committed to providing exceptional support to customers using our Managed Service, an all-in-one employee remote device management solution. We are seeking an additional team member who can respond swiftly and accurately to customer enquiries and support requests, ensuring an outstanding experience every time.

You will be the go to person for handling customer queries through chat channels including Slack, ensuring responses are lightning fast and spot on. You will assist with quotes, returns, backorders, and order placements, keeping everything running smoothly. Prioritising tasks to meet SLAs and managing your workload to hit KPIs will be a key part of your daily routine.

You will form part of the wider Support Services Team - a department dedicated to supporting overall customer needs. While your core focus will be supporting our Manager Service customers, you will also receive training in other areas, such as Sales Support, Inbound Sales, and Customer Services. This not only aids your development but also ensures we have a fully flexible team to maintain service levels and provide an overall excellent experience for our customers.

What we'll need from you:

You will already have experience in customer services, and/or sales admin/support – this will ideally be with B2B (business to business) customers. You will be an excellent communicator, effectively supporting our customers as well as working collaboratively with other departments. Attention to detail is key, as are strong problem-solving skills; nothing will phase you, and you will enjoy helping customers make life feel easy when they contact us.

You’ll be proficient in using Microsoft Office and be confident in using multiple chat channels to speak with customers at all levels. If you have experience in the PC hardware and software industry, great! More importantly though, enthusiasm for tech and/or a willingness to learn the industry is key, as training will be provided.

A bit about the team:

Our Support Services Team has one key goal: delivering exceptional customer experience. Our Managed Service specialist delivery team will be a team of three (including you). The team works closely together to deliver a first-class service and is looking forward to having someone new join them in developing the Managed Service service delivery. Ultimately, you'll be part of a dynamic environment where your contributions make a real impact.

Ready to take your career to the next level? Apply now and let's make great things happen together!

What working at Novatech means for you:

There are heaps of other perks when working for us! For starters, we’re a top 100 company to work for in the South East, as voted by our amazing staff via the Best Companies engagement survey.

We jam to music while we work and embrace a non-corporate vibe. We believe that when you can be your authentic self, whilst working with some cool people, that you enjoy your work more and take greater pride in what you do.

We’re all about your wellbeing and regularly organise team events, employee awards, and charity dos. We also care about the environment and have won awards for our efforts, which include being a net positive business (meaning we put more energy back into the grid than we use – which we are super proud of!).

As part of our hybrid working arrangements, you'll initially be working in the office everyday for at least the first month to complete your induction training, after this, you'll be working in the office for a minimum of 3 days a week. We are really lucky as we have good transport links to the office for when you come in, alongside free staff parking and a lockable bike shed for if you drive or ride.

Our benefits in a nutshell:

• 25 days holiday plus bank holidays (with the chance to buy additional days)
• Health plan scheme
• Upskilling apprenticeship training
• Cycle to work
• Employee Assistance Programme
• Staff discounts
• Social and wellbeing events
• Hybrid working (after training period)
• A great breakout room
• Kitchen and shower facilities

About us:

Gaming and retail are just a small part of what we do. Novatech also work heavily in the B2B sector with some of the largest and most respected names in a range of industries. Whether it’s supporting businesses with their remote workforce, transforming maritime companies with life-saving training simulators or implementing practical Deep Learning Systems into the businesses of tomorrow, there’s no end to the amount of fascinating and cutting-edge projects that we are involved in (some of which we can’t tell you about, yet). Pretty cool, right? Get involved and help develop the future of our business…and yourself at the same time!