Partner Support Coordinator

Job Description

At Maintel we’re focused on delivering outcomes – not technology. We partner with some of the world’s leading technology companies and wrap around the skills and services from our professional and managed services teams, to help our customers achieve their goals.

We are a fun, dynamic company with a team of over 400 people who are passionate about what we do – providing cloud communications and managed services solutions.

We are looking for like-minded people who share our enthusiasm and want to be part of an innovative, fast-paced environment.

About the role

Working as part of a team, the Partner Support Coordinator is a customer facing role responsible for managing the communication flow between customer and other stakeholders when there are external supplier faults. Working to strict SLAs the key to the role is tracking and chasing the customer alerts to drive the rapid resolution of the faults, escalating when necessary. Managing the relationship with the customer during the fault to ensure the customer is kept fully informed.

What will you do?

• Make sure communication and admin tasks are to a high level.
• Deliver a high standard to customers.
• Ensure ticket management standards are adhered to.
• Maintain high level of customer service.
• Manages the communication between Maintel and our partners.
• Use judgement to escalate matters appropriately as required.
• Flagging high risk Incidents.
• Be responsible for customer communication throughout the lifecycle of the ticket, with a view to escalate if required.
• Manage Suppliers contact details across the systems.
• Work within certain shift patterns between the hours of 8am-6pm.
• Aware of SLA’s & KPI’s involved for customers.
• Work with all areas of Maintel Operations to ensure a consistent outcome to Customer Experience benefits.
• Support team members in all aspects where you can.
• Contribute in full to team’s issues & Meetings.

What are we looking for?

Competencies

• A self-starter, someone who can work using their own initiative.
• Flexible and Adaptable to change.
• Excellent verbal and written communication skills
• Excellent problem-solving skills
• Ability to effectively prioritise and manage multiple tasks simultaneously.
• Able to use judgement and rationale to escalate tickets or situations when the case arise.
• Ability to drive improvements to processes
• Ensuring accuracy in decision making.
• Work with all areas of Maintel Operations to ensure a consistent outcome to Customer Experience benefits.
• Drive working collaboratively with other departments and customer teams.
• Excellent at building customer relationships quickly.

Experience

Must have customer service experience, ideally in a call centre type arrangement, working at pace.

Must have experience working on multiple inhouse systems.

Proven track record of working to Service Level Agreements.

Experience of MS 365 – Word, Excel, Outlook.

Advantageous

• Knowledge and experience of the Telecommunication Industry.
• Experience of working with external suppliers .
• Knowledge of logistical demands around getting parts.
• Awareness of VOIP systems/telephony.

Equal Opportunities

Within Maintel we’re proud of the talent and diversity within our teams and committed to creating equality of opportunity for all employees and applicants alike.

We are all unique in ways you can and cannot see, and we aim to attract, develop and nurture talent to continue to make Maintel a great place to work.

We have fully embraced hybrid working and this has been implemented across all of our office locations. Our offices are fully accessible, and we also offer agile working opportunities in many of our roles.

Maintel do not accept unsolicited CVs. Any unsolicited CVs sent by your company to us – that is to say, in any situation where we have not directly engaged your company in writing to supply candidates for a specific vacancy – will be considered by us to be a “free gift”, leaving us liable for no fees whatsoever should we choose to contact the candidate directly and engage the candidate’s services, and will in no way establish any prior claim by your company to representation of that candidate should the candidate’s details also be submitted by any other party.

Job Types: Full-time, Permanent

Pay: Up to £24,102.00 per year

Benefits:

• Additional leave
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• Life insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Blackburn BB1 2FD

Reference ID: 2613