We’re looking to build a service team to be the very best in the industry in what we do, and we want the very best people to be a part of it.
First port of call for all Customer enquiries by phone/email/HubSpot - response time same day for all issues unless otherwise escalated.
HubSpot ticket allocation within main customer service pipeline to relevant team member within 2 hours receipt alongside CS KPI.
Support planned scheduling and bookings for Maintenances in line with KPIs and in accordance with NSI requirements supporting Business Support Maintenance Lead
Assist team with technical calls and corrective bookings when appropriate - within 48 hours; escalate 2+ visits to Technical Manager and assist with corrective follow up actions and manage appropriate bookings diary alongside customer support team
Processing of cancellations and ensuring sites closed down on Uptick
Assist with daily follow-ups and close down of engineering team
Appropriate team cover for holiday and sickness
General Customer Services
Monitoring and key holding amendments
Back up for call closing and invoicing
Tech/corrective logging
Telephone answering as required
Assist with allocation of unassigned tickets and daily HubSpot management
