Call Management Operative (9-12 month Contract)

Customer Support

Bedford, UK

Job summary: To deliver exceptional customer service by being a vital link between our customers and engineering, working within agreed Service Level Agreements and providing a seamless experience fro . . .

Role & Responsibilities
Perks & Benefits
About Team
Why Service Express?
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Job summary:

To deliver exceptional customer service by being a vital link between our customers and engineering, working within agreed Service Level Agreements and providing a seamless experience from call logging through to closure.

Key result areas:

  • Take ownership and responsibility for raising all hardware maintenance calls
  • Ensure customer calls and emails are responded to promptly and efficiently
  • Progress and manage all calls through to a satisfactory conclusion, ensuring where appropriate that all relevant parties are fully informed
  • Ensure all priority one calls are updated within 30 minutes of the call being raised
  • Establish and maintain high levels of call ownership
  • Effectively manage distribution of calls
  • Ensure regular and accurate updates on calls
  • Proactively monitor calls, ensuring the call rate is at an acceptable level
  • Ensure engineer locations are always up-to-date
  • Ensure an even distribution of workload for field engineers
  • Establish an excellent working relationship with external customers, ensuring that their issues and requests are dealt in a diligent and timely manner
  • Liaise with Blue Chip field engineers to assist them with their delivery of exceptional customer service
  • Ensure service level agreements are met and monitored
  • Recognise and understand when to escalate issues in a timely and appropriate manner
  • Raise site survey documentation where necessary
  • Raise health checks where necessary
  • Liaise with our 3rd party maintenance suppliers, managing calls through to completion
  • Engage with the appropriate departments when T&M calls are requested
  • Maintain the engineer stand-by rota where appropriate
  • Produce service reports where required
  • Partake in the training of other members of staff as required
  • Establish a quality working relationship with all internal customers, ensuring their requests are dealt within in and flexible and efficient manner
  • Identify and implement service improvements
  • Perform any other duties or projects as requested by your line manager
  • Understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018

Key personal requirements:

  • Excellent customer service skills
  • Excellent communication skills at all levels
  • Ability to make decisions own your own initiative
  • Ability to take ownership of issues and manage them proactively to successful conclusion
  • Ability to build and maintain effective working relationships
  • Ability to organise workloads effectively, particularly during peak and trough periods
  • Ability to innovate, adopt and implement new ideas
  • Strong team player
  • Computer literacy
  • Good UK geographical knowledge
  • Flexibility, open to change and able to multi-task
  • Passion and commitment to engaging with customers and stakeholders
  • Positive and enthusiastic, even when faced with challenges
  • Willingness to collaborate with all departments


Service Express is an equal opportunity employer. Authorization to work in the U.S. is a precondition of employment. Service Express does not sponsor applicants for work visas.

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Perks & Benefits

Your well-being is important to us. It’s why we give you a range of benefits from healthcare to 401k and a few extra perks along the way.

Paid Parental Leave

Take the time you need to support your family without worrying about work tasks. We understand you have bigger things going on, and we’re here to support your growing family.

Flexible Work Environment

We want to help you work how you work best. Find your healthy work-life balance here. Our people have the flexibility they need to make it happen.

Health Reimbursement

CrossFit, Yoga, Zumba, or whatever else keeps you moving, we help by covering 50% of your monthly fitness membership cost. This also includes digital fitness subscriptions!

About The Team

Our teams don’t work in silos — we all interact and support one another in a variety of ways.

You can count on those around you for collabo-ration, empowerment and inspiration. Anything is possible with the guidance of servant leaders and hard-working team members. And that’s just the beginning.

Why Service Express?

We’ve been delivering outstanding customer and technical service for server, storage and networking equipment since 1993. 500+ motivated employees fuel us in over 50 offices throughout the U.S., and we’re adding new opportunities every day.

Our Awards

Thanks to the shared commitment with our team, our rewarding environment
is being recognized by these leaders in workplace cultures!

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Ready To Join Us?

We’re always looking for passionate life-long learners to join our growing team. If you think Service Express is the right place for you, apply today! If you know
someone who would be the right fit, share this opportunity.

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