Job Description

Vacancy Name

Service Relationship Representative

Req Number

VN312

Employment Type

Part-Time

Location

Gloucester Office

Position Summary

About Claranet

Founded at the beginning of the dot.com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.


At Claranet, we're experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We're committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.


We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.


In the UK we have over 500 staff working in London, Gloucester, Warrington, Leeds or as homeworkers.

Working For Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.


But what we think makes us different is 'Team Claranet,' our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee's fundraising efforts.


Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

Our Vision

Our vision is to become the most trusted technology solutions partner; renowned for being the best and brightest, having lasting impact with our customers and delivering exceptional returns to our stakeholders.

Position Summary

Through a culture of collaboration, learning and opportunity, the Service Relationship Management Team is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.


The Service Relationship Representative (SRR) is part of the Service Relationship Management Team and is passionate about serving a dynamic customer base in a technology managed service setting. The SRR role is focused on providing responsive customer service engagement to Claranet customers by owning inbound customer engagement activities on a reactive basis along with providing reactive sales and commercial support. This is a key role owning customer inbound engagement activities focusing on reactively addressing Sales and Commercial enquiries along with administration. The role requires the ability to quickly build rapport to efficiently manage and resolve general customer service enquiries and contract administration needs. Complaint identification, investigation and resolution is also a key part of the role, as is identifying customer technology needs so these can be referred to the Account Management team as a 'sales lead'.


The SRR will also be required to support colleagues within the appropriate Business Functions to ensure we respond to a variety of customer enquiries and support managing business wide customer initiatives and business communications.

Role Mission

You will be accountable for ensuring that all inbound activity is accurately recorded and responded to within Claranet's SLAs and KPIs, whilst using Claranet reporting tools to proactively identify key themes and trends recoding all activity in our Customer Management tools. You will be required to review and understand Claranet/Customer contractual obligations ensuing obligations are communicated and followed to avoid under/over delivery. You will be required to navigate internal Claranet teams, build and maintain robust internal relationships to ensure contributing individuals/teams deliver their contribution to allow you to resolve your customers request. You will be responsible for, building and managing virtual teams to address complex customer needs and drive fair outcomes.


On occasion, the Service Relationship Representative may also be required to support internal revenue assurance projects and Service Relationship Managers (SRM's) with activities such as Service Review administration, Critical Incident Management and Incident Reporting. As part of supporting collaborative working within Claranet, you will also work closely with Claranet teams to assist with answering any questions that may arise. You will work with the SRM Team and Service Relationship Leadership Team to evolve the Claranet Customer Experience through internal process creation, development and regular 'fit for purpose' testing. Resolving areas of customer dissatisfaction efficiently and satisfactorily enables the development of key customer relationships.

Objectives & Key Results

The Service Relationship Representative is part of the Service Relationship Team within the Customer Experience and Managed Service function of Claranet.

The Key Objectives Will Be To:

Provide Service Quality Assurance in all activities Share Account knowledge with sellers on receipt of enquiries and escalations Ensure the day-to-day relationship management is upheld with a consistent POC (point of contact) Ensure escalations and complaints process is followed Maintain a high-level understanding of Claranet products and services Internal and external stakeholder management Highlight customer issues internally (customer health) Identify and highlight process and service improvement

Duties and Responsibilities

Essential Roles & Responsibilities

Support reactive sales opportunities for revenue growth or retention of customers, ensuring enquiries are despatched to the correct internal owner Administer Claranet's Customer Feedback inbound activity to ensure that any customer contact is recorded and resolved within set SLAs and KPIs Takes ownership of customer feedback and investigate, ensuring they are resolved efficiently and satisfactorily Understand and identify customers concerns, manage in line with the appropriate level of management engagement and agree resolution approach Working with Service Relationship Team to ensure that Claranet continually achieves a positive client relationship, maximise customer satisfaction which is measured via Net Promoter Score Support the Service Relationship Team with administration activity such as Service Reporting, Critical Incident Management or Incident Reporting Attend meetings (internal to identify areas to learn and develop Claranet's Customer Service Experience) At all times represent Claranet Customer Service professionally, working with all teams to continually improve Claranet's customer service experience and demonstrate a forward-thinking approach

Teams To Collaborate With

Account Management (Sales)

- Ensure aligned and efficient management of customers, maximise customer retention and maintain revenue on re-contracting

Technology Practices

- Ensure the best solutions are being sold to the customers and provide feedback from the customer

Customer Experience & Managed Services

- Ensure we are consistently providing the best service to our customer, proactively monitoring their needs, and integrating their feedback into our future strategy

Finance

- Contribute to the budget process and ensuring the team is adhering to internal standards

HR & People

- Support recruitment and learning and development strategy to develop industry leading product and service offerings

Legal

- Highlight appropriate contractual disputes and complaints to support their resolution

Position Specifications

Behavioural Competencies - Organisational & Behavioural Fit

You will be someone who thrives on organisation, problem solving and working in a team as well interacting with key contacts from Claranet's large customer base Experience of working within a customer service environment and familiarity with resolving and responding to customers questions and concerns Experience of identifying, managing and resolving customer escalations and complaints Ability to prioritise multiple complex tasks, whilst working to tight deadlines Ability to communicate confidently both verbally & written whilst demonstrating close attention to detail Ability to consistently produce high quality customer engagement output and confidently recommend improvements Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally) Ability to work flexibly when required Ability to adapt to change and work in an agile working environment Be self-motivated with personal drive and enthusiasm to continually improve both Claranet and their own development

Critical Competencies - Technical Fit

Proven ability to work creatively and analytically in a problem-solving environment and able to develop others to do the same Ability to interpret and lead discussions with data and customer information and be able to present information in a concise manner Knowledge of Managed Services and Technology Aspiration to work within the IT industry

Salary

Competitive