Service Relationship Representative (30 hours)

The Role - Service Relationship Representative (SRR) - 30 hours per week = Part Time

Through a culture of collaboration, learning and opportunity, the Service Relationship Management Team is a community of vibrant and dynamic service and technology experts, executing all facets of our operation with consistency, pride and efficiency.

The Service Relationship Representative (SRR) is part of the Service Relationship Management Team and is passionate about serving a dynamic customer base in a technology managed service setting. The SRR role is focused on providing responsive customer service engagement to Claranet customers by owning inbound customer engagement activities on a reactive basis along with providing reactive sales and commercial support. This is a key role owning customer inbound engagement activities focusing on reactively addressing Sales and Commercial enquiries along with administration.

The role requires the ability to quickly build rapport to efficiently manage and resolve general customer service enquiries and contract administration needs.

The Key Objectives Will Be To:

• Provide Service Quality Assurance in all activities
• Share Account knowledge with sellers on receipt of enquiries and escalations
• Ensure the day-to-day relationship management is upheld with a consistent POC (point of contact)
• Ensure escalations and complaints process is followed
• Maintain a high-level understanding of Claranet products and services

Key Responsibilities

• Support reactive sales opportunities for revenue growth or retention of customers, ensuring enquiries are despatched to the correct internal owner
• Administer Claranet’s Customer Feedback inbound activity to ensure that any customer contact is recorded and resolved within set SLAs and KPIs
• Takes ownership of customer feedback and investigate, ensuring they are resolved efficiently and satisfactorily
• Understand and identify customers concerns, manage in line with the appropriate level of management engagement and agree resolution approach
• Working with Service Relationship Team to ensure that Claranet continually achieves a positive client relationship, maximise customer satisfaction which is measured via Net Promoter Score
• Support the Service Relationship Team with administration activity such as Service Reporting, Critical Incident Management or Incident Reporting

Skills and Attributes

• You will be someone who thrives on organisation, problem solving and working in a team as well interacting with key contacts from Claranet’s large customer base
• Experience of working within a customer service environment and familiarity with resolving and responding to customers questions and concerns
• Experience of identifying, managing and resolving customer escalations and complaints
• Ability to prioritise multiple complex tasks, whilst working to tight deadlines
• Ability to communicate confidently both verbally & written whilst demonstrating close attention to detail
• Ability to consistently produce high quality customer engagement output and confidently recommend improvements
• Ability to develop and maintain relationships at all levels across multiple geographic locations (externally and internally)
• Ability to work flexibly when required

Benefits

At Claranet, we go the extra mile with our people—because we believe in building a workplace where everyone feels valued and supported. Our flexible benefits package includes:

• Pension Scheme: Employer-matched contributions to help you plan for the future.
• Comprehensive Healthcare Coverage: Access to private medical care for your peace of mind and wellbeing.
• Discounted Gym Memberships: Prioritise your fitness with exclusive rates at leading gyms.
• Personalised Wellbeing Support: App-based resources and services available 24/7
• Enhanced Annual Leave: 25 days of holiday, increasing to 27 days with service, plus bank holidays and a day off for your birthday.
• Continuous Learning & Development: Ongoing opportunities to grow your skills and advance your career.

What makes us unique is Team Claranet, our internal community that supports causes close to our employees’ hearts. We offer paid charity leave, support local charities across our offices, and host annual fundraising events, all backed by a dedicated committee.

We’re proud founding members of TC4RE (Technology Community for Racial Equality) working collectively to build a more diverse and inclusive tech industry.

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

Equal Opportunities Statement

Diversity, equity and inclusion are at the heart of what we value as an organisation. Claranet is an equal opportunities employer and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our recruitment team are happy to support any reasonable adjustments that are needed within the recruitment process.

Ready to take the next step in your career with Claranet? Click ‘apply’ – we can’t wait to meet you!

To view full job description please visit our careers page