Customer Support Specialist

Vallum Associates; Greater London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated support professional to enhance customer experiences in the energy and utilities sector. This role involves close collaboration with internal teams and external service providers to ensure efficient issue resolution and compliance with industry regulations. The ideal candidate will possess strong problem-solving skills, a deep understanding of ITSM tools like ServiceNow, and an ITIL qualification. If you're passionate about improving customer satisfaction and driving process improvements, this opportunity is perfect for you.

Qualifications

• Experience in regulated industries, especially within OFGEM guidelines.
• Proficiency in ITSM tools and ITIL qualification.

Responsibilities

• Provide professional support for customers contacting the Service Desk.
• Investigate and resolve customer issues efficiently.
• Collaborate with cross-functional teams for effective case resolution.

Skills

ITSM Tools (ServiceNow)

ITIL (v3/v4)

Customer Support

Problem Solving

Collaboration

Tools

ServiceNow

Job description

The role requires close collaboration with internal teams and third-party managed service providers to escalate issues, bridging the gap between first-line support and more complex technical and operational problem-solving in 2nd and 3rd line support teams.

Energy/Utilities experience is a must.

Customer Experience

• Provide clear, professional, and empathetic support for customers contacting the Service Desk.
• Regularly monitor and review customer feedback and ticket trends to improve customer experience.
• Support process improvements to enhance customer satisfaction.

Support & Issue Resolution

• Provide industry SME-level support, handling queries escalated by the Service Desk.
• Investigate, categorize, and diagnose customer issues, ensuring efficient and accurate resolution.
• Act as a bridge between first-line support and technical/operational teams, escalating complex issues where necessary.
• Manage and track customer cases and incidents, ensuring they are resolved within agreed SLAs.
• Maintain detailed records of investigations and resolutions for reporting and analysis.
• Participate in problem management and major incident management as required.

Collaboration & Stakeholder Engagement

• Work closely with cross-functional teams to ensure effective resolution of cases and incidents.
• Liaise with external managed service providers and industry participants to support issue resolution and continuous improvement.
• Provide clear and concise communication to participants and stakeholders regarding issue status and expected resolutions.

Process Improvement & Compliance

• Identify opportunities to improve workflows, efficiency, and customer experience in handling issues and queries.
• Ensure adherence to industry regulations and internal IT governance policies when managing cases and incidents.
• Generate reports and insights on recurring issues, trends, and areas for improvement.
• Support audits and compliance reviews related to case and incident management.

Proactive Learning & Knowledge Management

• Continuously identify and analyze potential issues and emerging trends to mitigate risks proactively.

Must Have

• Proficiency in using ITSM tools such as ServiceNow.
• ITIL (v3/v4) qualification.
• Proven experience working in regulated industries, especially within OFGEM guidelines and compliance frameworks.