Customer Service & IT Advisor

Job title:

Customer Service & IT Advisor

Company

Motorola Solutions

Job description

Company OverviewAt Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.Department Overview To deliver excellent Customer Service to Motorola Customers through effective and professional handing of Customer Incidents, Service Requests, Queries, Complaints and Internal IT issues received via telephone, email or Service Management Terminal.This is the Motorola first point of contact and is in place to deliver first class service through effective resolution of incidents, and to proactively build an ongoing relationship with the customer. The role holder will understand and respond to the customer needs professionally.Job DescriptionThis role is also based onsite out of our Rugby office 5 days a week.This role will require SC and NPPV3 security clearance which includes living in the UK for at least the past 5 years.The role holder will develop and grow the skills required to support future products and services offered by Motorola including data products This is achieved through:Development, improvement and adherence to, industry leading processes, procedures and best practices. Consistent delivery against agreed OLAs/KPIs and operational targets and Service Levels.The delivery of a high quality and effective service management standard within the respective support procedures and activities.The actions taken by this role and responsibility to the wider organisation will directly influence the customer & desire to continue to employ the Motorola Services. The actions taken in this role and responsibility to the wider organisation will directly reflect in the Pulse of the Customer scores and the perception of Motorola’s ability to manage customer contractual obligations and maintain excellent service.The role holder will strive to achieve the customer service standards and targets that are agreed and documented in our customer contracts and meet high standards of operational excellence and delivery of quality. If this role did not exist then there would be no first line contact and diagnostic support for our customers.Key Tasks:

• Customer Ingress and liaison by Phone, Email and Service Management Systems.

• Triage Incidents and Requests at a 1st line level, resolving at 1st line where possible.

• Use BMC Remedy to record, assign, monitor and update cases.

• Liaise with Suppliers for timely updates and co-ordinate responses.

• Progress and track orders through their life cycle to delivery.

• Monitor the jeopardy status and progress of cases.

• Escalate failure and risk to service level achievement.

• Ensure quality and accuracy of case data, identifying & supporting Continual Service Improvement.

The role requires strength in organisation, collaboration, communication, negotiation, service delivery, influencing and the ability to deal with difficult customers.Ability to develop and maintain strong working relationships within and outside the service desk environment.Have demonstrable service desk experience and be able to evidence the ability to operate successfully in a demanding environment, whilst maintaining high morale, high achievement and actively supporting the collaborative culture that drives success.Proactive approach to removing barriers and finding solutions to problems.Flexible approach to operational demands and situations due to the changing nature of the role.Basic RequirementsBasic Requirements

• Analytical skills and disciplined approach to resolving complex issues

• Able to improve processes and procedures

• Communication skills: Verbal, Written, Listening, and Questioning.

• Personal organisational skills

• The ability to influence and negotiate with internal and external parties

• Customer Focus

• Able to deal with change

• Ability to embrace new technologies

• Self motivated and enthusiastic

• Problem solving and fact-finding skills

Core competencies

• Proven ability in communication, both written and verbal

• Experience of working in a call centre or service centre environment

• Proficient in Computer systems and packages.

• Experience of working self-sufficiently and in a team environment delivering customer service

• ITIL V4 Foundation Qualification would be desirable.

In return for your expertise, we’ll support you in this new challenge with coaching and development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Employee stock purchase plan.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.

#LI-KTBTravel Requirements Under 10%Relocation Provided NonePosition Type ExperiencedReferral Payment Plan YesCompany Airwave Solutions LimitedEEO StatementMotorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email .

Expected salary

Location

Rugby, Warwickshire

Job date

Wed, 31 Jul 2024 00:38:47 GMT

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