Service Delivery Coordinator

Lucid IT Solutions is a premier provider of Managed IT and Managed Cybersecurity services. We take pride in the positive impact our work has on our customers' businesses. While we operate in the technology industry, we recognise that our true product is exceptional customer service and experience. Our company values—Be Human, Own It!, Inspire, and Go Above & Beyond—reflect this commitment. As a small but growing team, we are dedicated to offering our team members every opportunity for personal growth and success.

We are seeking a highly organised and detail-oriented customer service expert to join our growing team. As a Service Delivery Coordinator, your role is pivotal in ensuring excellent customer service from first contact through to resolution. You will be the first point of contact for clients, providing exceptional service and maintaining strong, positive client relationships.

This role is primarily about delivering outstanding customer service. While technical experience is a plus, what we truly value is your ability to provide exceptional service and manage client relationships effectively. If you have excellent customer service skills, organisational abilities, and are a fast learner, this could be your dream role.

Join us and bring your customer service expertise to the dynamic world of IT. This is an exciting opportunity to grow with us and make a significant impact.

• Client Service: Address enquiries, resolve issues, and maintain strong client relationships from first contact through to resolution.
• Triage and Dispatch: Quickly identify issues and ensure timely resolution by assigning technicians to service work according to priority. Maintain a well-organised service queue to maximise efficiency.
• Communication: Maintain prompt, clear, and consistent communication with clients and team members. Provide regular updates on service status and ensure all parties are informed of any changes or delays.
• Quality Control: Monitor Service Delivery processes and implement improvements to enhance service quality. Conduct regular audits to ensure compliance with company standards and client expectations.
• Administration: Perform administrative tasks related to Service Delivery, including licence management, procurement, and CRM maintenance.
• Quality Standards: Uphold and promote Lucid IT Solutions' quality standards in all aspects of Service Delivery. Ensure that all client interactions and service work meet or exceed established benchmarks for excellence.
• Documentation: Maintain accurate records of service requests, incidents, and client communications. Ensure all documentation is up-to-date and easily accessible for team members.
• Team Collaboration: Work closely with technical teams to ensure seamless Service Delivery. Facilitate effective communication and collaboration between team members to address any technical challenges promptly and efficiently.

Mandatory Skills and Attributes

• Work Experience: Minimum of five years in a customer service or related role.
• Strong Communication Skills: Excellent spoken and written English. Comfortable with phone, video conference, and email communications.
• Customer Service: Proven ability to provide exceptional customer service and maintain positive client relationships.
• Problem Solving: Strong problem-solving skills with the ability to identify patterns and proactively address issues.
• Detail-Oriented: Keen attention to detail with the ability to maintain accurate records and documentation.
• Proactive and Adaptable: Ability to anticipate needs and adapt to changing circumstances.
• Organisational Skills: Highly organised with strong time management abilities.
• Technologically Proficient: Comfortable with technology and capable of learning new systems and tools quickly.

Highly Desirable Skills and Attributes

• Previous experience with ConnectWise or other CRM/ticket management software.
• Experience in managing a small team.
• A keen interest in technology.

• Career Progression: Opportunities for growth and advancement within the company. We are grooming this position to eventually become a Service Delivery Manager.
• Professional Development: Support for ongoing learning and professional development, including exposure to the latest IT and Cybersecurity technologies.
• Flexible Work Conditions: Flexible working arrangements to help you balance work and life.
• Supportive Culture: A collaborative and supportive team environment.
• Significant Impact: The opportunity to make a significant impact on business processes and contribute to our ongoing success.

To be considered for this role, please follow these steps:

1. Provide a copy of your resume.
2. Include a cover letter addressing the selection criteria.
3. Complete our one-way short video interview by 7th June 2024 

We look forward to seeing your application!