Start date: ASAP
Location: Newburn Business Park
Contract: Full time, Monday to Friday 9-5
Payrate: £12.38 p/h
This role is to work within an established public sector organisation based at Newburn Business Park. This is an involved Customer Liaison Support Officer working on the ICT Customer Liaison Management Team. If successful, your responsibilities will include:
-To support all day-to-day activities to ensure a high quality of service provision to all customer groups.
-To support the development and maintenance of high quality customer Service Level Agreements.
-Undertake detailed analysis of performance data, including resource capacity, project delivery and overall service performance, make recommendation for areas of improvement and lead the delivery
-To support the development and implementation of a Customer Strategy (and supporting Communication plan)
-Act as the first point of contact for all enquiries not directly related to service issues (i.e. all 'non Service Desk' queries)
-Provide support to key senior customer contacts when escalation of issues is necessary, taking responsibility and ownership of problems and liaising with customers, internal staff and suppliers/third parties to resolve the issue satisfactorily
-To support regular reporting on matters pertaining to customer accounts, to include: performance management against SLA's, financial issues and progress of annual development plans
-Develop and maintain operational standards and procedures to support to operations within the service
-Assist the customer liaison management team in the production of reports and other key documentation
-To organise and support the attendance of the customer liaison team at customer events
-Support and deliver IT tasks that will modernise and introduce new ways of working
-Establish and maintain the customer liaison management documentation library(s)
-Setup & facilitate customer events
We are looking for a candidate that ideally has technical support experience to start as soon as possible. This is a full time, temporary position, initially until the end of March and we welcome your application.