UNDERSTANDING, SERVICE, TRUST
3 Words that Guarantee Results in Recruitment
AV Service Delivery Support Associate
Egham/Staines salary circa £50,000
A leading global audio-visual integrator, providing AV and event services across multiple client partnerships globally.Our immediate requirement is for a Service Delivery Support Associate to play a pivotal part within our service account team. The role will be integral to ensuring support for the service account manager(s), efficient service delivery and enhancing our client relationships.
Key Responsibilities
- Support service account manager(s) in the management of service accounts:
- Field and manage day to day internal and external communications for key service accounts, take ownership of required actions and track to conclusion.
- Track and develop any potential audio visual and videoconferencing support opportunities
- Monitor account profitability and ensure additional service costs are charged back to the client when required
- To ensure all leads & opportunities are fully updated with D365 on a regular basis to enable management to create relevant reports and sales forecasts
- Record minutes of service meetings and coordinate with the service team on any service actions that may arise
- Where service delivery managers are not aligned be the first point of escalation
- Liaise with helpdesk, service delivery managers and onsite team(s) to assist with cases and resolve client issues
- Create account plans (where applicable) including strategies for growth as well as retention
- Work with the service support team in the preparation and issue of maintenance contracts, quotes and renewals
- Prepare and deliver monthly service reports where service delivery manager(s) is not aligned
- Gain familiarity with the service catalogue and be able to identify opportunities to broaden our scope within existing accounts.
- Actively contribute to and drive service improvements whenever possible, working closely with relevant teams to ensure that feedback is effectively communicated to the appropriate channels.
- Participate in service proposals, RFPs and tenders.
- All activities should be conducted with a focus on ensuring client satisfaction, ultimately leading to the renewal of the service contract.
Benefits:
- 23 days annual leave (increasing to 25 days after 3 years' service)
- 1 additional day to celebrate your birthday
- Company Pension Scheme (Salary Sacrifice)
- Life Assurance Scheme
- Private Medical Insurance (after successful completion of probation)
- Free eye test and discount at Specsavers
- 3 days off over Christmas and New Year (reviewed annually)
- Free annual flu vaccination