Strategic Service Coordinator

As a Strategic Account Coordinator your role is to ensure that our priority clients’ accounts are monitored and managed effectively, ensuring SLA’s and KPI’s are consistently achieved and our customers receive a high-level dedicated service. You will act as a first point of contact for our clients within our Managed Service Operations Centre in Maidstone.

Utilising a range of training and available resources, you will raise support requests and monitor them through to completion, ensuring we deliver on our commitment to our clients.
You will liaise internally and externally, with clients and stakeholders to investigate tickets or concerns, and work collaboratively with other departments to achieve the best outcome.


  • Answer incoming contact and handle client enquiries
  • Monitoring and maintaining of bespoke customer portals and service desks
  • Logging support requests
  • Diagnosing and resolving faults remotely on first contact, where possible
  • Liaising with client contacts
  • Creating and running regular and ad-hoc reports in excel
  • Escalate service requests that cannot be resolved to the appropriate teams
  • Escalate calls, where required ensuring that agreed escalation and service processes are adhered to
  • Communicating with internal departments and external suppliers to ensure every client receives excellent levels of service and accurate information
  • Maintain the highest levels of client satisfaction through various interactions
  • Collaborate effectively within a team environment
  • Any other tasks, relevant to the role, relating to delivering an exceptional experience for our clients

Person Specification

  • Experience in a client-focused helpdesk/contact centre environment
  • Basic IT skills e.g. excel and word packages
  • Initiative to read and follow Decision Support Tool & Knowledge Base to troubleshoot Hardware/Printer/PC/Network related faults
  • Experience in utilising web-based tools such as SDS to diagnose, investigate and resolve faults /diagnose predictive parts (preferred but not essential)
  • Good time management
  • Excellent organisational skills
  • Ability to work under pressure and to tight deadlines
  • Excellent oral and written communication skills
  • Able to work in a team as well as independently

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