Customer Service Co-ordinator


ACCOUNTABLE TO: Services Delivery Manager

OFFICE BASE: Edinburgh (Newbridge) On Site

Job Purpose

We are looking for a customer services coordinator to join an existing team to assist in the support of our customers, answering service requests, tickets, emails and escalating more technical requirements. 

Key Responsibilities

As a minimum you may be called upon to undertake all or some of these activities as required

  • To provide an effective Service Desk service to the organisation and their customers by taking calls directly from customers or by responding to their E mails
  • To be responsible for ensuring accurate recording of incidents and customer requests in accordance with standard operational procedures and agreed performance criteria
  • Triage and categorise incidents raised by our clients, internal teams and 3rd parties.
  • Work within defined client SLA’s for response, escalations and resolution of service requests and incidents.
  • Liaise with end-users where necessary to elicit all information required to triage & resolve the incident.
  • Liaise with internal IT team where necessary to resolve incidents or identify accountability if the issue resides with internally hosted platform.
  • Liaise with 3rd Party technology providers to report and progress ongoing issues

Professional Profile

  • ITIL Service Desk experience  
  • Strong communication and interpersonal skills
  • Excellent customer service skills
  • Positive telephone manner  
  • Capable of working in a fast-paced environment.
  • Experience of IT industry would be an advantage
  • GCSE or equivalent in English and Maths required