As a Service Management Associate you'll be responsible for supporting the Service Management team and managing the service relationships with a number of our Business customers. You'll play a pivotal role in proactively driving the improvement and development of the award-winning service that we deliver to our Business customers. This will involve managing the customers' service level expectations, monitoring, reporting on and improving service performance on behalf of the customer through relevant Zen functions.
A key part of the role is also to actively manage high severity customer incidents and problems through to resolution. You'll act as the customers' eyes and ears within Zen and ensuring all parties are regularly updated.
This role is part of a service-focused team and gives a genuine career development opportunity within the growing Service Management function. We are looking for an enthusiastic, motivated individual with a passion to provide an enhanced customer service experience and you'll have a solid and proven background within a customer facing or service-centric role in an operational/ technical capacity preferably gained within the Telecoms / IT Services industry.
Key Responsibilities
- Measure and monitor service performance, including SLA measures, ensuring service reports are produced and delivered to agreed timescales for Service Managed customers.
- Monitor and analyse patterns of service underperformance (Incidents, service delivery failures etc.) identifying opportunities for improvement and service development.
- Support the Service Managers with the facilitation and tracking of service improvement initiatives
- Support the Service Managers to pro-actively drive Service Improvement through the development and implementation of Customer Service Improvement Plans.
- Develop relationships of openness and trust with customers and suppliers to allow a better understanding of their business and a shared understanding of any issues.
- Establish and maintain regular and effective communication with key customer contacts
- Maintain Service documentation that includes service descriptions, SLA details and reporting and service processes.
- Generating and communicating customer facing Incident Reports
- Hold and maintain documents in line with ISO 9001 and 27001 audit requirements
- Production and management of Management Information
- Produce and communicate customer facing communications through liaison with key business functions
- 2 x Life Assurance Cover, with option to flex upwards
- 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
- Access to private Medical Healthcare and a Healthcare Cash Plan
- An extra day off for your birthday
- Car salary sacrifice scheme
- Continuous learning and development
- Discounted Mobile plans
- Flexible and Hybrid working
- Free onsite parking
- Internal coaching and mentoring opportunities
- Onsite Contemplation and Prayer room
- Onsite Electric Car Charging points
- Optional flexible critical illness cover
- People-friendly policies
- Recognition awards where we celebrate the most awesome people
- Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
- Six monthly salary reviews
- Subsidised Nursery fees
- Subsidised Onsite Restaurant
- Superfast Free Reliable Broadband
- Travel Loan and Ride2Work Schemes
- Two days' paid leave per year for voluntary work
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can to and we will get back to you as soon as possible.
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Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.
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