ITS Customer Service Advisor

Ricoh UK; Northampton; On-site; GBP 21,000 - 27,000; Full time

Job summary

Ricoh UK is seeking a customer service professional to provide outstanding service to external and internal customers, including 3rd party coordination. You will own the delivery of ITS service from reception to closure, keep clients updated on response times, and ensure data integrity across Ricoh systems.

Ideal candidates will have a strong telephone manner, excellent communication skills, and knowledge of Ricoh systems.

Qualifications

• Good telephone manner.
• Excellent customer handling skills.
• Written communication to enable effective communication with internal and external contacts.
• Knowledge of relevant Ricoh systems and procedures.
• Basic understanding of Ricoh product ranges.
• Commercial awareness of the customer base.
• Good geographical knowledge.
• Negotiation skills.
• Problem solving abilities.

Responsibilities

• Provide outstanding customer service to external and internal customers, including 3rd party management.
• Own delivery of ITS service from call receipt to call closure, update on response times and troubleshoot.
• Ensure timely transfer of information between Ricoh and clients' call logging systems and email.
• Adhere to Ricoh policies to ensure high quality and efficiencies.
• Follow client-specific policies including escalation procedures.
• Manage stock information across systems accurately.
• Communicate account activity to Service Delivery Manager and field teams.

Skills

Good telephone manner

Excellent customer handling

Written communication

Knowledge of Ricoh systems

Ricoh product ranges

Geographical knowledge

Negotiation skills

Problem solving

Job description

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025.

At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

Find your place. Transform your future

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

People Transform When They Love What They Do

This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.

When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

• To provide outstanding customer service to both external and internal customers, including 3rd party management.
• To take ownership for delivery of ITS service, from call receipt to call closure, including providing customer updates on response times, troubleshooting based on the systems scheduling and dealing with Engineer queries, ensuring account service level agreements are met and any penalties avoided.
• Ensure timely and accurate transfer of information and updates between Ricoh and the clients call logging systems /email, maintaining high levels of data integrity.
• Adherence to Ricoh Policies and procedures to ensure high quality and efficiencies.
• Adherence to client specific policies such as escalation procedures.
• Ensure the accurate management of Stock Management within the respective systems
• To provide the Service Delivery Manager and field based teams with communication of the accounts activity, including performance, response times and customer escalations, in order for issues to be addressed quickly and efficiently.
• To promote company initiatives as requested, in order to enhance customer satisfaction and Company performance.

You will ideally have

• Good telephone manner,
• Excellent customer handling skills,
• Written communication skills to enable effective communication with internal and external contacts,
• Knowledge of relevant systems and procedures,
• Basic understanding of the Ricoh and non Ricoh product ranges,
• Commercial awareness of the Companies customer base,
• Good geographical knowledge,
• Negotiation skills,
• Problem solving skills.

#RICOHUK

In return for your commitment, you can expect

Love to Connect

You become part of a global community built on openness, inclusion and genuine collaboration.

Love to Grow

Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future-ready in a changing world.

Love to Give Back

Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.

Love to Succeed

Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

We are an equal opportunities employer

We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.