Customer Service Representative

context recruitment; Corsham; On-site; GBP 29,000; Full time

Job summary

A leading technology services provider is seeking a Customer Service Representative for a fixed term of 12 months. This role focuses on ensuring quality service delivery through effective incident management and teamwork, ideal for enthusiastic individuals with a passion for IT assistance and customer service. Successful candidates will engage in daily operational tasks and contribute to performance reporting within a supportive environment that encourages ongoing learning and development.

Qualifications

• Experience in a service desk or IT customer support environment.
• Understanding of service desk procedures and ticketing systems.
• Familiarity with operational data centre tasks is an advantage.

Responsibilities

• Log and manage incidents and service requests with full documentation.
• Communicate updates and coordinate service tasks with stakeholders.
• Support reporting and change management processes.

Skills

Customer Service

IT Support

Communication

Problem Solving

Education

ITIL Foundation Certification

Job description

Customer Service Representative - IT Services

Corsham

12 month fixed term contract - £29,000

An exciting opportunity has arisen for a technology-focused 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:

1. Log and manage incidents and service requests, ensuring full and accurate documentation
2. Assess and confirm priority levels, ensuring information is complete and up to standard
3. Dispatch tickets to the correct resolver teams and maintain clear ownership until resolution
4. Communicate effectively with internal and external stakeholders regarding incident updates, planned maintenance, and service interruptions
5. Coordinate scheduled and ad-hoc service tasks in line with operational priorities
6. Support reporting and change management processes
7. Contribute to monthly reviews, performance reports, and service metrics tracking
8. Collaborate with various internal functions to deliver contracted and ad-hoc managed services
9. 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 residency).