Job Description
Customer Service Specialist
Key Accountabilities
The customer service specialist primary role is to deliver the administrative activity that supports our customer journey responsibilities. These activities support the integrity of ESPUG’s asset adoption process and helps fulfil the needs of our customers (B2B) who build the networks we adopt. In this role you will need to communicate effectively and build quality relationships with our customers, service providers and consumers (end users connected to our networks).
Interaction and collaboration with all functions of ESPUG’s Operations department is a key aspect of the role, supporting the department to fulfil the needs of our customers (B2B) who build the networks we adopt. You will also be expected to maintain effective partnerships with other ESPUG departments and key external stakeholders.
Responsibilities
- Offering Vital Administrative Support including responding to customer queries, populating industry standard templates, maintaining trackers, validating documentation in line with industry standards.
- Building Strong Relationships through effective communication with ESP’s customers and internal stakeholders across all correspondence via email, telephone and meetings (virtual or otherwise). Striving towards ESP’s strategic goals and the ability to go the extra mile to ensure a customer’s needs are met and exceeded.
- Contributing Performance Data in daily team meetings to aid the measure of KPIs against the SLAs that are in place and offer feedback on what needs to be done to maintain or improve performance as needed.
- Demonstrating Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
- Accountability for Personal Development by collaborating with your manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
- Maintaining a Strong Team Brand Image across all internal and external communications, including behaviour and conduct in the office, striving to demonstrate ESP’s key values and support a positive reputation individually and as a team.
Benefits include:
- Holidays: 24 days, going up to 25 after 3 years and up to 26 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.
- Bonus
- Enhance Pension
- Private Medical Insurance
- Life insurance
- Employee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.
- Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.
- Volunteering day: one day a year fully paid.
If you are a person who has excellent customer service & administrative skills who is keen to work for a business who will help you develop then please do send across a copy of your CV & a member of our talent team will reach out. We can offer fantastic career progression & take great pride in seeing people grow and push themselves to the next level.