Service Desk Analyst jobs in United Kingdom

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Your new company
Our client is a highly regarded manufacturing company based near Carlisle, employing 150 staff and a turnover of approximately £50 million. They are currently recruiting a talented Customer Service Co-ordinator who excels in communication and can effectively partner with various departments across the business to ensure a seamless customer experience. This company takes great pride in producing premium products for their established customer base.
Your new role
Reporting to the Customer Operations Manager, as part of a small team, you will:

• Respond to all queries received within 24 hours to acknowledge receipt.
• Ensure that all customer concerns are recorded within the SAP system and continue to monitor all open concerns until resolved.
• Conduct a fair and thorough investigation into each concern, liaising effectively with all departments across the business where necessary.
• Communicate directly with customers in a helpful and professional manner (using a variety of mediums as appropriate).
• Establish and enforce good working practices to ensure consistency in the way customer concerns are handled.
• Monitor trends and identify recurring issues, working with Departmental Managers in order to establish root cause and eradicate potential future recurrence.
• Establish working practices to monitor levels of customer satisfaction and identify areas needing focus.

What you'll need to succeed

• The proven ability to work in a fast-paced environment with a keen eye for detail and is used to working to tight deadlines.
• Good working knowledge of basic computer systems - Word, Excel and Powerpoint.
• Excellent spoken and written communication skills; confident and skilled in communicating with internal and external stakeholders at all levels
• A creative approach to problem-solving involving a range of stakeholders.
• Ideally, the candidate will have some understanding of SAP, but training will be given to the right person.

What you'll get in return

• Salary up to £28,000 dependent on experience
• Full-time in the office
• Pension contribution 5%, ER's contribution 7.5%
• Life Assurance between 2-4 x salary
• Annual leave 25 days plus bank holidays (increase of 1 day per 5 years service)
• Annual option to purchase an additional 5 days
• Cycle to work
• Discounts & Cashback offers (major retailers)
• Sports & social club - monthly prize draws / contribution to sporting events / life events

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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