Service Delivery Officer

Key info:

Department: Service Delivery

Location: Stockton-on-Tees

Salary: £24,000 + Visualsoft benefits package

Closing Date: 20/09/2019
Tech support 1

If you’re passionate about providing next-level customer service, we may have the opportunity for you. We’re on the lookout for a Service Delivery Officer that can deliver a top-notch customer experience as part of our Professional Services team at Visualsoft.

Our Service Delivery Officer will work alongside our Professional Services team and will be responsible for overseeing the experience delivered to both internal and external support users. A brand new role, you’ll be working alongside the Professional Services Manager and the wider Support team to meet our department KPIs around first contact resolutions, reducing ticket hops, driving client satisfaction and other targets that aim to improve the customer experience.

The right candidate will play a significant role in boosting the success of the Support team by contributing to the development and delivery of our exemplary service standards.

We’re looking for someone with a client-centric mindset who can easily build long-lasting relationships with key stakeholders both within the business and externally. With a keen eye for detail, you’ll need to be able to demonstrate excellent people skills such as showing empathy and compassion and be able to use strong analytical and problem-solving skills to support clients and staff alike.

Sound good? Discover more and apply today...

What you'll be doing:

Main duties and responsibilities include:

Service Delivery

  • Oversee P1 Incidents ensuring they are managed and resolved as efficiently as possible.
  • Support the Professional Services Manager in the production of Incident Reports, by fact-finding
  • Offer QA/coaching on internal ticket management.
  • Support TL in following up ‘Poor’ and ‘Okay’ Rated tickets to look for improvements and lessons that can be taken from them.
  • Service based escalations (Supporting the TL)
  • Check and verify SLA Reports
  • Ticket hygiene - check for outdated/lost tickets/Aged Tickets/High Ticket Hops
  • Assist with bespoke feature review/unsolvable tickets - when changes are requested outside of usual support parameters look for alternatives and the best ways to help clients meet their objectives.
  • Support Client Success team with account overviews and prioritisation
  • Client meeting support regarding tech issues
  • Identify service gaps/improvements and create internal processes

Platform Guidance

  • Build interactive Visualsoft Walkthroughs using the ‘WalkMe’ tool QA walkthroughs, and assist with ongoing management of the WalkMe tool and content. Ad-hoc business projects - e.g. overhauling the ticket system to optimise performance.

Department KPIs

  • Work towards 8+ NPS overall and 8+ NPS support focused.
  • Reduce average number of ticket hops by 25%
  • Increase First Response solves by 10%
  • Full WalkMe Coverage
  • Reduce average number of P4 tickets per client by 10%
  • Promote the company-wide values and staff happiness
  • Work with all the SLT to aid with resolving any issues/target shortfalls

Escalations

  • Always aim to resolve complex queries first time by liaising with the relevant departments to offer the most appropriate solutions to any problems that arise.
  • Escalate efficiently up to Professional Services manager where necessary ensuring a full timeline of events and details to date are provided.

What we need to see:

The Visualsoft team is the perfect combination, if you ask us. Team members are talented, ambitious, motivated, expert and a whole lot of fun, and we want someone who can join the team and be part of our fantastic culture.

There are a few prerequisites of this particular role:

  • A proven track record of achieving individual and team targets
  • Excellent verbal and written communication skills, with the ability to communicate technical solutions to a less technical audience.
  • Strong knowledge of Microsoft Word, Excel and Powerpoint
  • Experience working within a service desk environment, is desirable
  • A knowledge or appreciation of eCommerce
  • Strong analytical and problem-solving skills.
  • Keen attention to detail
  • Organisation and efficiency.
  • Able to demonstrate empathy and compassion
  • Client-Centric
  • Can easily build and maintain relationships with key stakeholders within the business and externally
  • A technical background is advantageous

What we've got to offer:

We offer a competitive salary, a great working environment, and outstanding benefits including

  • Competitive basic salary
  • Unlimited holiday
  • Fully flexible working
  • Free breakfast, fruit & protein shakes
  • Discounts across our brands
  • Regular team social events
  • Training & development

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce providers, we’d love to hear from you.

A little formality… by applying you implicitly consent to us processing your personal data for review for this vacancy only.

How to apply:

Fill out the form and add your current CV and a cover letter. We think the cover letter is so important, so use it to give us your best elevator pitch! Share your expertise and experience and tell us why you’re the perfect fit for our team!

We regret that, due to high competition for roles at Visualsoft, we are only able to contact successful candidates. If you don’t hear from a member of our team within 28 working days of submission, you have not been successful on this occasion.

Talent Hunter Referral Bounty - £500

Help us find the right talent to join our team and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!