Our Client Success Team: Positively Engaging and Delighting Clients

At the heart of our Client Success team we commit to positively engage and delight our customers. Our team achieves this by empathising with our clients, taking the time to understand their IT requirements and the context behind their support needs. We ensure that expectations are agreed upon in a positive manner, reassuring our clients that we will take ownership of their IT incidents and requests. This approach not only fosters trust but also ensures that our clients feel valued and heard. We act with Integrity, to gain Trust and we Communicate well to deliver exceptional levels of Service… ITCS.

Job Purpose:

The Client Success team acts as the first point of contact for client’s wanting to raise support incidents and requests. They are instrumental in setting the tone for our client relationships and are responsible for monitoring the delivery of high-quality customer service. Our Client Success Advisors work to ensure that exceptional levels of client satisfaction are achieved and maintained through a client centric approach and optimal effective use of our internal resources.

This role involves maintaining client satisfaction, contributing to an efficient team and continuously improving processes to meet service standards and SLA’s. They ensure the accurate recording of information and work closely with all teams to ensure seamless, consistent and effective service delivery.

Main Duties and Responsibilities:

• Work collaboratively to dispatch service tickets in a timely manner.
• Provide high quality customer service to ensure the smooth flow of support tickets.
• Manage and escalate complaints effectively.
• Coordinate with other departments to resolve customer issues.
• Manage and update CRM systems with customer details / updates.
• Engage regularly with clients to address ongoing concerns, provide value and build trust.
• Maintain consistent client communication.
• Observe performance of the team and give detailed statistical feedback.
• Use data to measure productivity and goal achievement.
• Use data to inform planning.
• Report to management and make suggestions for improvements.
• Collaborate with management to set and align Key Performance Indicators (KPIs).
• Work closely with all departments to meet/exceed targets.
• Fully utilise ITC’s tools, such as Microsoft 365, ConnectWise PSA / Manage.
• Act with integrity and trust in all interactions with clients, prospects and team members.
• Tailor communication styles to suit different clients while upholding ITC’s commitment to excellent service.
• Demonstrate flexibility, resilience, and a process-driven approach in all activities.

Skills and Experience:

• Knowledge of the IT sector best practices and MSP operations.
• Strong client-facing and communication skills, written and verbal.
• Positive and energetic attitude.
• Customer service-oriented with a focus on exceeding expectations.
• Resilient and adaptable under pressure with the ability to prioritise.
• Passionate about contributing to team success.
• Excellent interpersonal skills for building a strong rapport with clients and colleagues.
• Work experience in a fast-paced customer service role.

Working Arrangements:

The position is based out of ITC Service’s head office in Hebburn. The normal hours of employment will be 40 hours per week, 08:00 – 17:00, Monday to Friday, during which one hour may be taken for lunch.

It is expected that the successful candidate will be able to accommodate changes to their working hours from time to time as required.

“ITC Citizenship”

Citizenship is a framework for general expectations for working at ITC.

In your role, you will be given directed autonomy, but that requires accountability to the company, your team, our clients and yourself.

The principles below will guide us in our success.

Promote equity with team members and clients

• Actively create a safe and respectful work environment.
• Consistently question your assumptions and biases.

Invest in the success of your peers

• Celebrate wins.
• Seek out where others need assistance.
• Keep documentation up to date and thorough.
• Follow our operation rules.

Be accountable for the basics. No reminders.

• Show up where and when you are supposed to.
• Be timely and follow through on the business processes that you own (timesheets, client files, etc.).
• Use your calendar to ensure that your team has visibility into your availability and location.
• Present yourself professionally to your team, clients, and partners (reflect your ambition and success).

Embrace your individual role in creating a deep and high-performing culture

• Trust positive intent by default. Ask honest questions where you don’t have trust.
• Dedicate time and focus to communication, communicate authentically, clearly and professionally.

Diffuse workplace drama

• Don’t believe everything you think.
• Talk to someone who can do something about it before you tell someone who can’t.
• Spread positive gossip and shut down negative gossip.

Create success for our clients and for you

• Know and understand our service rules.
• THINK about our process and the client’s needs.
• Take ownership, if you can’t find an owner.

Engage in the company, not just the people

• Understand our service lines and how we earn a living.
• Assist in protecting and increasing our financial health.

Be kind to your future self

• Understand and communicate your personal boundaries.
• Maintain your personal health (physical, mental, financial).
• Keep documentation up to date and thorough.
• Be honest and own your actions.
• THINK backup, what if, safeguard customers and yourself.