Customer Experience Specialist Vacancy In Aspire Technology Solutions

Hiring Organization / Company: Aspire Technology Solutions
Basic Salary: To Be Discussed
Employement Type: Full-Time

Job Details:

Job Description

About Aspire

Aspire Technology Solutions is one of the fastest-growing IT companies in the UK. Established in 2006, we have experienced continuous double-digit growth.

We were proud to be named as the North East Business of the Year in the 2020 North East Business Awards.

We provide end-to-end business technology, including infrastructure, connectivity, voice, and managed and support service solutions.

We’re a people-focused business, employing over 150 people, with a culture of continuous development where we like to work hard to deliver outstanding results and have fun along the way. We have ambitious plans to continue to grow the business and be one of the best places to work in the North East.

Our success is driven by our technical excellence and underpinned by our passion for delivering outstanding customer experience.

About the role:

We are looking to recruit a customer-oriented service analyst to join our growing Service Management team. Aspire are a company who are constantly looking to improve and innovate with regards to our customers’ experience as we continue to deliver leading class IT services to our clients.

The Customer Experience Specialist is responsible for overseeing the day-to-day delivery of those services, ensuring that they are managed in accordance with defined service level agreements. They act as an initial point of escalation for customer queries and work closely with other departments to drive through service improvements. As such, the successful candidate will be required to have exceptional communication skills, understand the importance of active listening principles and demonstrate an ability to control conversation, whilst retaining focus on the customer’s needs at all times.

They will also act as a liaison between our customers and all internal elements of the Aspire business to identify and manage emerging problems that our clients may face relating to our IT services, including the Service Desk, Sales, Finance and Project teams.


A highly motivated and conscientious individual, your main areas of responsibility will include:
  • Managing incoming calls from customers
  • Providing progress updates on existing support incidents
  • Investigate and manage customer billing queries
  • Acting as a point of escalation for any customer queries or concerns
  • Co-ordinating the ongoing delivery of contracted services
  • Managing any day-to-day issues associated with the services being provided to the customer
  • Ensuring services are being delivered in line with defined agreements and targets
  • Problem management of major and repeat incidents escalated by the customer or as identified by Aspire’s support teams
  • Gathering and reporting on customer feedback following completion of service requests and customer satisfaction surveys
  • Investigating and responding to customer complaints

Knowledge, Skills and Experience Required:

  • Demonstrate a clear understanding of the importance and value of delivering high quality customer care
  • Previous experience of working within a customer service environment
  • Have an enthusiastic, committed, and flexible approach to work
  • Be able to spot emerging problems
  • The ability to work well to deadlines and remain calm under pressure
  • An excellent standard of both written and verbal communication skills
  • Highly motivated with the ability to work on your own initiative
  • Ability to work well with other teams in order to drive through service improvements
  • Proficient in the use of Microsoft Office applications
  • Previous experience working within a similar, customer facing role
  • Excellent problem-solving ability
  • Previous experience dealing with customer complaints
  • Basic understanding of how IT Services are delivered
  • Previous experience of working within an IT environment
  • Decision Making
  • Customer Service
  • Collaboration
  • Adaptability
  • Detail Focussed
  • Quality Focussed
  • Taking Accountability
  • Self-development


No formal qualifications are essential for this role; however, the successful candidate will have a proven track record in a similar role, will have attained a good all-round standard of education and have a strong knowledge of current IT technologies.

Reporting and Department

This role reports to the Customer Experience Manager and will be part of the Service Management Team.

Location and Working Arrangements:

The position offered is based out of Aspire’s Office in Gateshead.

The normal hours of employment will be 37 ½ Hours per week, Monday to Friday, 08:30 – 17:00, during which one hour may be taken for lunch.

Job Location Information:
City: Gateshead
State: Eng
Country: Gb
Location: Gateshead

Date Posted: 2021-07-21
Job Listing No# : 311663

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