Admin Support – Customer Relationship Management

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Manchester

Administration & Customer Service

Not Specified

FTC

Customer Experience

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Admin Support – Customer Relationship Management

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Admin Support – Customer Relationship Management

Location: Brightgate House, Manchester (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Fixed Term Contract

Salary Package: 23500 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am – 5.30 pm Monday – Friday

Interview Process: 2-stage process

Why SCC?

An inclusive workplace
Excellent package: solid basic and company benefits
Hybrid working & core hours in line with role requirements
Career development and life-long learning opportunities
Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

You will have responsibility for supporting our corporate and public sector customers.
Supporting day to day client and colleague queries, managing customer complaints and issues to deliver an effective customer resolution.
The role will be active in supporting our clients, Customer Support and Account Management teams, providing excellent customer service and account management support. The aspiration is to provide an exceptional customer experience to clients and colleagues with the overarching aim of adding value.

Reporting to the Customer Account Support Team Leader this role is pivotal in the delivery of SCC’s exceptional customer experience and provision of customer support.

Key responsibilities:

• Support the management of Installs, Moves & Collections (IMAC) process from a customer perspective including the performance to ensure SLA failure risk is minimised
• Obtaining and providing quotes from third party suppliers and for ad hoc requirements
• Act as the Site set up coordinator for customers and liaise with the customer equivalent role
• Support in the management of customer pool
• Active involvement in managing the customer support and customer specific inboxes
• Work with CTS (Technical Support) to increase the number of customers with the M2i agent & encourage customers to use the customer portal. Work to maximise usage of M2i, penetration and continual update of M2i Proactive Intelligence Portal to ensure manual consumable shipments are minimised and PAC contacts are increased
• Support new project deployments with SCC Project Managers /CSM’s to ensure successful implementation - attending project planning deployment / review operations manuals and processes / train the team and roll out
• Support in the resolution of escalated IMAC complaints / issues and provide corrective action / business improvement
• For any new customers process map any customer bespoke IMAC processes, have version & date control and saved in a central customer location
• Investigation into problem devices flagged by customer
• Proactively monitor customers fleet for problem devices, recording activity for reporting purposes, understand potential causes of problems and taking necessary action to resolve
• Support in creation of Management Information when required
• Assist other departments within the business when demand required

Skills and experience:

Essential skills

• Confident and professional communication skills both written and verbal.
• Proven experience of handling pressurised situations.
• Ability to work effectively without supervision.
• Previously worked in a customer service-based environment.
• Strong administration skills.
• Excellent customer focus.
• Conversant with MS office/excel.

Desirable skills:

• Previous experience working within a sales, relationship and/or account management environment.
• Risk aware and understand the strategies for managing risk.
• Experience of working in the managed print services industry.

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life

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