Support Centre Analyst

Celestra Limited; Bletchley; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading IT services provider in Bletchley is looking for a Client Support Coordinator. The role involves being the main point of contact for clients and ensuring service requests are handled efficiently. Responsibilities include managing communications, scheduling engineers, and coordinating with logistics. Ideal candidates should have strong organizational skills, excellent communication abilities, and be flexible about working weekends. This position offers competitive benefits like career development opportunities and health perks.

Benefits

Career Development

Bonus Scheme

Private Medical Insurance

Holiday Trading

Cycle to Work Scheme

Tech Payment Scheme

Brilliant Discounts

31 days holiday

Employee Assistance Programme

Recognition & Rewards

Modern Offices

Fresh Fruit Delivery

On-Site Treats

Team Socials

Qualifications

• Strong organisational skills to accurately record and track information.
• Professional telephone manner with clear verbal and written communication.
• Ability to take initiative and ownership of tasks.

Responsibilities

• Deliver high-quality customer support and respond to queries promptly.
• Log, track, and update all service jobs, ensuring accurate documentation.
• Schedule engineers based on skills, location, and availability.
• Ensure jobs are completed, closed, and invoiced accurately.
• Coordinate with Logistics to ensure timely stock delivery for installations.
• Keep clients informed on job progress and internal teams updated on issues.
• Prioritise tasks to meet daily objectives.

Skills

Attention to Detail

Communication

Independence

Trustworthiness

Flexibility

Job description

Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to build strong, long-term partnerships. We become an extension of our Clients’ teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.

About the Role

You’ll be the main point of contact for clients, engineers, and end-users, ensuring maintenance and service requests are handled promptly and within SLA. Your role includes managing calls, scheduling engineers, and keeping all parties informed to ensure smooth service delivery.

Our core hours are Monday to Friday, 8:30 am – 5:30 pm. The Support Centre operates 7 days a week with shifts between 6:00 am – 9:00 pm. Weekend shifts (typically 1 in 4) are remote, with two weekdays off in return, and occasional overtime may be required.

What You’ll Do:

• Customer Service: You’ll deliver high-quality support, responding promptly to queries and escalating issues when needed.
• Service Request Management: Log, track, and update all service jobs, ensuring accurate documentation and timely closure in line with SLAs.
• Engineer Scheduling: Assign engineers based on skills, location, and availability; review and process their reports and paperwork.
• Job Completion: Ensure all jobs are completed, closed, and invoiced accurately and on time.
• Coordination: Work closely with Logistics and Warehouse to ensure timely stock delivery for installations.
• Communication: Keep clients informed on job progress and internal teams updated on issues like stock or resource availability.
• Time Management: Prioritise tasks to meet daily objectives and maintain smooth service operations.

What You’ll Bring:

• Attention to Detail: You’ll accurately record and track information with strong organisational skills.
• Communication: You’ll maintain a professional telephone manner with clear verbal and written skills.
• Independence: You’ll take initiative and ownership of tasks, working confidently on your own.
• Trustworthiness: You’ll handle confidential information responsibly and adapt to changing needs.
• Flexibility: You’ll maintain a positive attitude and be available to work weekends when required.

What We Offer

• Career Development – Ongoing professional development and clear internal progression routes.
• Bonus Scheme – Paid twice yearly (June and December).
• Private Medical Insurance – Including 24/7 digital GP access, so you’re covered round the clock.
• Holiday Trading – Fancy a bit more time off? You can buy extra holiday anytime throughout the year.
• Cycle to Work Scheme – Plus seasonal health perks like free flu jabs and eye tests on us.
• Tech Payment Scheme – In partnership with Curry’s, spread the cost of your next must-have gadget.
• Brilliant Discounts – Enjoy savings on the high street, in restaurants, and on your travels.
• 31 days holiday (not inclusive of Bank Holidays).
• Employee Assistance Programme (EAP) – 24/7 confidential support, whatever life throws your way.
• Recognition & Rewards – From Star of the Month to Team Hug and spontaneous shout-outs.
• Modern Offices – With parking, pool table, ping pong, and our very own pub garden for a proper summer BBQ.
• Fresh Fruit Delivery every week, plus breakfast and lunch on site.
• On-Site Treats – A daily coffee van to perk you up, and an ice cream van when the sun’s out.
• Team Socials – From team parties to charity fundraisers, there’s always something going on.