WHAT ARE WE LOOKING FOR?

An individual who is passionate about delivering the highest quality service to our customers, who goes above and beyond and has prior experience in doing so. Someone who can spin multiple plates, whilst maintaining a high level of attention to detail and organisation.
At Saepio, communication is key. Whether it be building internal or external relationships, we are looking for someone who can easily communicate in a professional manner with both parties and be able to maintain these professional relationships.
To be successful within this role, you must have impeccable organisation and task management skills as well as being able to handle pressurised situations and deadlines.
Skills -
Required Experience - at least 2 years’ experience in a client facing, customer success role.
Excellent Communication and Interpersonal Skills: Essential for building relationships and communicating effectively with clients and internal teams.
Creative Problem-Solving Skills: Ability to identify issue and implementing creative solutions to resolve service-related issues efficiently.
Organisational Skills: To manage service delivery effectively and coordinate tasks.
Customer Relationship Management (CRM) Skills: Experience with CRM systems to manage client interactions.
Attention to Detail: Critical for accurate service delivery & documentation, and adherence to SLAs.
Best in Class Customer Service: Proven track record of delivering exceptional customer service and building strong client relationships.
Collaborative: Works effectively as part of a team, promoting collaboration and shared support to achieve service excellence.
Desire to Learn and Skill Development: Proactive in seeking opportunities to expand knowledge and develop skills relevant to the role.
Prior Experience with Microsoft Suite: Proficient in using Microsoft Office (Word, Excel, PowerPoint, Outlook).
Other skills/qualifications - (Desirable, not mandatory)
Higher education qualification in IT or similar
Proficiency in O365 admin portals (desired)
Coding experience (preferably HTML)
Other relevant Cyber Security certifications (e.g. Comp TIA)
Please note: To be eligible for this role, you must have the right to work in the UK on a permanent basis (e.g., Indefinite Leave to Remain or UK/EU Settled Status). Unfortunately, we are unable to provide visa sponsorship at this time

Following an extensive training programme, you’ll take the lead delivering a variety of in-house managed services, developing relationships with customers and providing an exceptional level of service across the board. The scope of this role is broad and not limited to -
Onboarding: Manage customer onboarding to new services
Client Relationship Management: Building and maintaining strong relationships with clients, understanding their needs, and ensuring their satisfaction with the services provided. Attend customer sites when appropriate. Attend occasional Industry events or conferences to meet customer or vendors.
Service Delivery Management: Overseeing the delivery of services according to agreed-upon terms, often outlined in Service Level Agreements (SLAs). Provide support and guidance to customers.
Issue Resolution: Acting as a point of contact for service-related issues and working with internal teams to resolve them promptly and effectively.
Communication: Providing regular updates to clients on service delivery, addressing inquiries, and managing expectations.
Performance Monitoring: Tracking service performance metrics to identify areas for improvement and ensure SLAs are met.
Process Improvement: Identifying opportunities to enhance service delivery processes and implementing solutions to improve efficiency and client satisfaction.
Reporting: Preparing and presenting service reports to clients and management.
Documentation: Maintaining accurate records of service delivery activities, client interactions, and issue resolutions.