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Job description Job Title: Service and Support Coordinator

Type: Full-Time, Permanent

Location: High Wycombe, Buckinghamshire

Benefits: Private Health Cover

Candidate required:- The ideal candidate will be an enthusiastic individual with a good telephone manner and a desire to learn and progress within the organisation. Good computer skills are essential, in particular experience using Microsoft Outlook, Word and Excel, ideally up to intermediate level.

Ideally ticketing and telephone based customer service exp also.

Main Purpose of the Role:

The Service & Support Co-ordinator will support both residential high net-worth individuals and high-end corporate companies who have Audio Visual systems including Video Conferencing, IT, Control Systems, screens, cinemas and digital signage installed.

These systems may have been installed by our client or an alternative AV integrator. Customer service and continuous communication with clients is essential and key to this role, so a good telephone manner and written communication (via email) is essential.

This person will be office based, Monday – Friday, 08.30am – 5.30pm and will receive calls from clients.

Attention to detail and information gathering is crucial.

In turn, they will then liaise internally with the Technical Team who will diagnose the fault and advise next steps/ best course of action, whether this is for telephone support (provided by the Technical Team) or whether an engineer’s visit is to be scheduled, in line with Service Level Agreement.

Once approved, a job number is issued, and Finance advised.

Upon receipt of cleared funds (advised by Finance) an engineers visit is arranged.

Throughout this process, a ticket is to be raised via a ticketing system and updated continually until resolution and completion.

The candidate should have the ability to remain calm under pressure whilst empathising with the client.

Excellent organisation skills and being able to manage multiple tasks and enquiries is key as is communication, i.e. ensuring any follow up needed is conveyed both externally, to the client, and internally, with the Technical Team and or engineers.

A proactive approach and positive attitude are essential.

Main Responsibilities:

1) Ensure high levels of pro-active customer service at all times.

2) Provide regular contact with all our customers, building relationships and showing empathy whilst working towards finding solutions, in a timely manner.

3) Work with the Service & Support team providing support to the Service & Support Director and Service Desk & Operations Manager.

4) Liaise with the Service & Support technical team to provide information and quotes to our clients.

5) Schedule engineers in line with each client’s service level agreement.

6) Manage the engineer’s diary ensuring sufficient time to travel to/from each site as well as coordinating their time on site.

7) Should costs be incurred to the client, relay these costs to the customer whilst documenting the process.

8) Responsible for the resolution of all reported faults from first point of contact through to completion.

9) Constant contact with procurement department, always reassuring orders are documented, placed, received, and return engineer visits booked as necessary.

10) Handle all client complaints, calmly, professionally, and comprehensively. Should escalation be necessary, involve the Service & Support Manager as required. 11) Liaise with Property Management Companies/Main Contractors for defect liabilities.

12) Ensure record keeping is at its best and up to date to include spreadsheets, ticketing systems and the Service & Support diary as well as sending tickets/reports to clients on completion of works.

Job Type:

Permanent

Salary: £26,000.00-£28,000.00 per year Benefits: Company pension On-site parking Private medical insurance

Schedule: Monday to Friday No weekends

Supplemental pay types: Bonus scheme Application

question(s):

Demonstrate a high level of empathy with customers, very strong customer service ethos, good complaint handler

Prior experience in a technology company

Do you live within a 10 mile radius of High Wycombe

Experience: coordinate multiple scheduling over varying time periods: 2 years (required)

high end telephone based customer service: 3 years (required)

Excel and CRM: 2 years (required)

Work Location: In person

Reference ID: vc4203

Our client provides technology that enables organisations to create AI Assistants, Voice Assistants and Virtual Agents that automate processes and deliver customer service 24/7.```

They are growing their sales through a network of channel partners that can provide added value and reach.

Channel Sales Manager

The Channel sales manager is responsible for developing and managing relationships with channel partners for the purpose of generating maximum revenue from those accounts.

They identify and onboard key resellers and develop strategies for converting those connections into productive and profitable relationships.

They have two primary roles:

1. Onboard new partners and develop and implement channel partner programs, such as business plans, training, marketing, and incentives to accelerate their success.

2. Provide support and guidance to the partners customers including creating proposals, pricing, demonstrations, and other sales materials.

This role is responsible for sales enablement of their assigned channel, and managing their channel to achieve stated sales targets.

Responsibilities

Responsible for day-to-day relationship management of channel partners

Act as a liaison between assigned channel partners.

Build, maintain, and manage relationships with current and prospective channel partners.

Establish productive, professional relationships with key personnel in assigned partner accounts.

Coordinate the involvement of staff, including support, service, and management resources, in order to meet partner performance objectives and partners’ expectations.

Sell through partner organizations to end users in coordination with partner sales resources.

Meet assigned targets for profitable sales volume and strategic objectives in assigned partner accounts.

Manage direct/channel conflict by fostering excellent communication between the channel and direct teams.

Ensures partner compliance with Channel Partner programs and agreements.

Participate in a partner planning process that develops mutual performance objectives, financial targets, and critical milestones associated with a productive partner relationship. Identifies partner services offerings; working with partner sales resources, services, marketing, etc. develop & launch offerings to point of incremental joint revenue achievement.

Monitor industry trends and stay up-to-date on competitors and market conditions.

Builds relationships with technology vendors to identify mutual greenfield opportunities with shared partners

Demonstrate the platform and communicate clearly the value proposition Provide channel programme feedback

Requirements

Previous experience of driving channel sales ideally within a similar product category and channel.

Experience selling within a Software Vendor or reseller in the Contact Centre / UC / SaaS space via channel partnerships.

Experience managing partner relationships that are based on developing and delivering service offerings tied to vendor services

Experience selling Voice or Data IT Solutions

Demonstrated progressive experience with B2B sales.

Demonstrated progressive experience selling technology products in assigned territory in a channel model.

Interest in developing skills in new technologies such as AI and automation.

Effective communicator with excellent interpersonal skills and an ability to build strong relationships with partners and the team.

Strong personal network within the industry.

Driven, highly motivated and results driven.

Ability to travel if needed and comply with the company’s travel policy.

Summary Requirements: 3 - 5 years experience in channel management or related sales.

Education up to degree level

Strong verbal and written communication skills, with experience presenting to partners and stakeholders.

An understanding of the industry.

Exceptional communication skills.

Time management and organisation skills

Flexible to travel to partner locations.

Solution-oriented outlook.

Ability to build lasting relationships.

Performance Indicators As with all roles in the Sales Department the Channel Sales Manager participates in the Sales KPIs this includes:

o Recruitment of partners within the channel programme

o Assigned monthly Sales Target- generated from assigned partners.

Job Types: Full-time, Permanent Salary: £50,000.00 per year

Benefits: Company pension On-site parking

Private medical insurance

Schedule: Monday to Friday Supplemental pay types: Bonus scheme Commission pay

Work Location: Hybrid remote in High Wycombe