Service Desk Customer Liaison

Belcan; Macclesfield; On-site; GBP 24,000 - 32,000; Full time

Job summary

Belcan in Macclesfield is seeking a Service Desk Customer Liaison to act as the vital link between customers, engineers and service teams, handling requests from enquiry to resolution on-site.

The role focuses on coordinating activities, providing updates, and driving service excellence in a fast-paced environment with a proactive, customer-first mindset.

Qualifications

• Excellent communication skills, both written and verbal.
• Proactive, flexible and solutions-focused approach.
• Strong organisational skills with great attention to detail.
• Ability to prioritise workloads and manage competing demands.
• Collaborative and team-oriented mindset.
• Confident using Microsoft Office applications.
• Excellent working knowledge of SAP.
• Commitment to delivering outstanding customer service.

Responsibilities

• Act as the first point of contact for customer service requests via phone, email, and online systems.
• Log, prioritise, and coordinate tasks through internal service management systems.
• Monitor incidents and service requests to ensure timely resolution.
• Provide regular updates to customers, managing expectations throughout the process.
• Escalate urgent issues or service delays where appropriate.
• Maintain accurate records and support service reporting activities.
• Liaise with engineers and service providers to ensure efficient service delivery.
• Contribute to continuous improvement initiatives focused on customer satisfaction and service performance.

Skills

SAP

MS Office

Customer service

Communication skills

Job description

Macclesfield |Full-Time |On-Site (5 Days per Week)

Join a Team Where Customer Service Makes a Difference

Are you passionate about delivering exceptional customer service and thrive in a fast-paced environment? We're looking for a Service Desk Customer Liaison to become the vital link between our customers, engineers, and service teams, ensuring every request is handled efficiently and professionally.

This is an exciting opportunity for a proactive and organised individual who enjoys problem-solving, building relationships, and making a real impact on the customer experience.

The Opportunity

As a Service Desk Customer Liaison , you'll be the first point of contact for customers, managing service requests from initial enquiry through to resolution. You'll play a key role in coordinating activities, keeping customers informed, and ensuring a seamless service experience.

Working closely with internal teams, engineers, and external service providers, you'll help drive service excellence while contributing to the smooth day-to-day running of the operation.

Key Responsibilities

• Act as the first point of contact for customer service requests via phone, email, and online systems


• Log, prioritise, and coordinate tasks through internal service management systems


• Monitor incidents and service requests to ensure timely resolution


• Provide regular updates to customers, managing expectations throughout the process


• Escalate urgent issues or service delays where appropriate


• Maintain accurate records and support service reporting activities


• Liaise with engineers and service providers to ensure efficient service delivery


• Contribute to continuous improvement initiatives focused on customer satisfaction and service performance

About You

We're looking for someone with a positive, customer-first attitude and excellent organisational skills. You'll be comfortable managing multiple priorities, building strong relationships, and working collaboratively as part of a busy team.

You'll Ideally Have:

• Excellent communication skills, both written and verbal


• A proactive, flexible, and solutions-focused approach


• Strong organisational skills with great attention to detail


• The ability to prioritise workloads and manage competing demands


• A collaborative and team-oriented mindset


• Confidence using Microsoft Office applications


• Excellent working knowledge of SAP


• A commitment to delivering outstanding customer service

Previous experience within a Service Desk, Customer Service, Coordination, Scheduling, or Support environment would be beneficial, but we welcome applications from individuals with transferable skills and a genuine passion for customer service.

What's in It for You?

• Join a supportive and collaborative team environment


• Gain valuable experience within a busy operational setting
  
• Opportunities for professional development and career progression


• Be part of a business that values continuous improvement and service excellence


• Work in a role where you can make a direct impact on customer satisfaction