Customer Service Representative

ZipRecruiter; Corsham; Hybrid; GBP 29,000; Full time

Job summary

A leading technology services provider is seeking a Customer Service Representative for a 12-month fixed term contract based in Corsham. This exciting role involves incident management, service delivery excellence, and effective communication with stakeholders. The ideal candidate will be ITIL certified and possess strong problem-solving abilities. This position offers a dynamic work environment with hybrid working options after training.

Qualifications

• Experience in service desk or IT customer support environment preferred.
• Strong telephone and written communication skills essential.
• Familiarity with ticketing systems is an advantage.

Responsibilities

• Log and manage incidents and service requests with accurate documentation.
• Communicate with stakeholders regarding incident updates and service interruptions.
• Support reporting and change management processes.

Skills

Customer Service

IT support

Incident management

Problem-solving

Communication

Education

ITIL Foundation Certification

Job description

Job Description

Customer Service Representative - IT Services

Corsham

12 month fixed term contract - £29,000

An exciting opportunity has arisen for a technology focussed Customer Service Representative to join a fast-growing technology services provider. This role is perfect for candidates with a passion for customer service, IT support, and service delivery excellence. You'll be part of a supportive, dynamic team handling incident management, change coordination and operational reporting.

Key Responsibilities:

* Log and manage incidents and service requests, ensuring full and accurate documentation

* Assess and confirm priority levels, ensuring information is complete and up to standard

* Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution

* Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance and service interruptions

* Coordinate scheduled and ad-hoc service tasks in line with operational priorities

* Support reporting and change management processes

* Contribute to monthly reviews, performance reports, and service metrics tracking

* Collaborate with various internal functions to deliver contracted and ad-hoc managed services

* Escalate service concerns promptly and maintain consistent productivity

Requirements:

* ITIL Foundation Certification is highly desirable

* Some experience in a service desk or IT customer support environment

* An understanding of service desk procedures and ticketing systems

* Enthusiastic and self-motivated with a genuine interest in service delivery

* Strong communicator with professional telephone and written skills

* Excellent problem-solving skills and ability to stay calm under pressure

* Familiarity with change control and operational data centre tasks is an advantage

Monday - Friday (09:00 - 17:30) with hybrid working options after training/probation.

Please note; you must be eligible for Security Clearance (minimum 5 years UK ).