Job Description

Company intro:

Microbyte Solutions Ltd is a leading Managed IT Services Provider offering proactive and fully-managed technology support to small and medium-sized businesses across the UK, USA, Dubai and beyond. With over 20 years' experience in delivering 24/7 IT support, cloud solutions, cybersecurity services and strategic IT consultancy, we help organisations stay secure, efficient and future-focused. As a Microsoft Gold Partner and Direct Cloud Solution Provider, we specialise in Microsoft Azure, Microsoft 365 and advanced VoIP solutions, backed by a dedicated helpdesk and expert Virtual IT Directors who ensure seamless IT performance and long-term growth. Our mission is to remove reactive IT problems so our clients can focus on their core business with confidence.

Job Position Description:

Human Centred Onboarding (HCO) & Primary Point of Contact

Lead the Human Centred Onboarding (HCO) process, acting as the main point of contact for new customer employees. Conduct onboarding calls and provide each new client with a dedicated support email for any queries or concerns. Ensure issues are directed to the appropriate teams, keeping progress moving without needing to resolve every technical matter personally. Maintain full oversight of the HCO schedule to ensure no onboarding milestones are missed.

Customer Care for Mini-Dev Deliveries

Keep clients informed on delivery timelines, delays and logistics using the delivery portal and supplier systems. Request further details from clients when clarification is required regarding their setup. Coordinate HCO scheduling alongside hardware delivery planning, including arrangements for residential head office or remote office delivery. Ensure accuracy around start dates, timelines, and delivery coordination to meet agreed targets.

Backlog Management & Service Improvement

Carry out routine checks to identify bottlenecks or potential service delays. Address negative feedback swiftly, providing excellent customer care to understand issues and restore confidence. Collaborate with engineers to help prioritise tasks when high volumes appear on the routine checks.

Sales Support & Marketing Coordination

Maintain momentum with prospects after initial engagement, supporting the process from lead to conversion. Assist with lead qualification, customer follow-up, and scheduling of Teams meetings for potential clients. Share marketing material with both new prospects and existing clients. Help standardise initial contact methods. Emails, calls, and marketing touchpoints; to ensure a consistent and efficient communication approach.

Location:

Microbyte Solutions Ltd Head Office is located in Peterborough, close to the A1 with easy access to the rest of the country, 1 hour north of London by train.