Service Delivery Associate

Bechtle UK; Hardingstone; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

A leading IT services provider is seeking a Service Delivery Associate to manage client inquiries and enhance customer experiences. You will be the frontline support for clients, responsible for monitoring a shared inbox and providing prompt responses. Ideal candidates will have 1-2 years in customer service, excellent communication skills, and a passion for client management. This role offers a starting salary of £28,000 - £30,000 with hybrid working patterns and numerous perks.

Benefits

Hybrid Working

Subsidised health care

Annual Leave - 25 days

Training & mentor programme

Qualifications

• 1-2 years of experience in a customer service or client-facing role.
• Ability to prioritize tasks and manage multiple priorities effectively.
• Strong passion for customer excellence.

Responsibilities

• Monitor and manage the shared delivery inbox for inquiries.
• Respond promptly to client inquiries and requests.
• Create reports and metrics by collating data.

Skills

Customer service experience

Strong communication skills

Organizational skills

Interpersonal skills

Job description

Overview

Service Delivery Associate at Bechtle you will be working within our Shared Delivery Hub. You will be a proactive and customer-focused individual primarily responsible for managing a shared inbox for client inquiries, requests and issues. This role serves as the frontline support for our clients and will be crucial in ensuring that all client interactions are handled efficiently and effectively.

Reports to: Head of Service Delivery

Responsibilities

• Customer Management (50%)
• Monitor and manage the shared delivery inbox for incoming customer inquiries, requests, and issues
• Take ownership of all shared delivery client inquiries, requests, and issues, to conclusion
• Respond promptly and professionally to client inquiries, providing accurate information and assistance as needed
• Arrange and manage meetings regarding customer contract renewals
• Maintain detailed records of client interactions and actions taken to ensure accountability and transparency
• Data Analytics & Reporting (25%)
• Collating data to create reports/metrics/produce graphical data
• SLA measurement, finance and resource reporting
• Entering data and accurately recording all information taken
• Ensure all client documentation is accurate and up to date with our document management tool suite
• Service Delivery (15%)
• Create and maintain service reports for shared delivery clients
• Schedule and attend remote service review meetings
• Work with the wider Operations Centre team to achieve customer excellence
• Ensure relevant Service Level Agreements (SLAs) are managed, monitored and reported on and communicated to the clients
• Continuous Service Improvement (10%)
• Proactively identify opportunities to improve processes and enhance the client experience
• Participate in training and development opportunities to enhance knowledge and skills in service delivery and customer management

Qualifications

• Essential
• 1-2 years of experience in a customer service or client-facing role, preferably within the IT industry
• Strong communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders
• Strong passion for customer excellence
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple priorities effectively
• Ability to build strong rapport with delivery partners

What we offer

• Hybrid Working (3 days in/2 days out) after successful probation period
• Starting Salary of £28,000 - £30,000 depending on experience
• Culture - Social events, Supportive, Fun, Hard working. Perks - Incentives (holidays, vouchers, lunches, spot prizes)
• Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)
• Subsidised health care/medical benefits
• Annual Leave - 25 days, increasing to 30 with time spent, plus Bank Holidays + optional 2 weeks unpaid
• Progression Plan - training & mentor programme