Client Services Administrator Apprentice (Jungle IT)

This role is ideal for someone highly organised, detail-oriented, and passionate about providing outstanding client experiences in a fast-paced IT environment.

Reporting to the Head of IT Service Operations:

• Provide a comprehensive administration function to the business, including raising tickets, liaising with clients and internal teams and fulfilling order requests with suppliers
• Ensure work is carried out to all business SLA thresholds for enquiries, requests and problems
• Provide the best customer experience possible ensuring customer satisfaction is maintained to the highest level
• Act in a professional manner with regard to colleagues, confidentiality, security, personal attitude, communication and presentation
• Demonstrate, at all times, behaviours in line with our values
• Ensure all work is carried out in line with company health and safety procedures and policies
• Ensure compliance with all ISO standard accreditations held by the business, including but not limited to Quality, Information Security and Environmental standards as set out in ISO 9001, ISO 27001 and ISO 14001 respectively
• Be prepared to work collaboratively, in a flexible way to assist colleagues and customers alike, in the delivery of our services to all
• Document/update systems with all information relevant to all our procedures, processes and policies
• Personal development– maintain and extend personal expertise in specific areas relevant to the requirements of the role
• Provide feedback to the business on all perceived risks, issues and possible areas for improvement

Additional Duties/Responsibilities
This role will also include the following:

• Responding to client requests and actioning within SLA’s (Service Level Agreements)
• Administrating client device portfolio to customers’ requirements.
• Organising logistics of client devices
• Assisting to ensure device builds are completed utilising the build room
• Ensuring accurate information is recorded on the various CRM systems
• Ongoing liaison with clients
• Escalating tickets if required to a higher level of support
• Ensuring effective communication with colleagues is maintained at all times
• Reporting of non-conformance and continuous improvement via ConnectWise
• Ensuring compliance systems and processes are maintained to a high standard and company meets the standards to which it is certified
• Upholding the information security system policies and procedures and reporting of any breaches to management

Our Values: 

• Tenacity – we are proud and passionate about what we do, which means we own the challenges and the solutions
• Listening – We see that big opportunities are often hidden in small problems, so we talk everything through to get under the surface.
• Customer Innovation – we know that the best answer doesn’t always match their question, which means we go further to show them what’s possible
• Positivity – We are optimistic about future success, which means keeping ourselves open to brilliant outcomes

• Communication skills
• Attention to detail
• Organisation skills
• Team working
• Microsoft Word & Excel
• Written communication skills
• Ability to prioritise tasks
• Professional attitude
• Sense of confidentiality
• Positive approach
• Commitment

• GCSE or A-Levels desirable GCSE, grade (9-4 or equivalent) (Essential)