Job description
Description
Job title: Customer Services & Offboarding Administrator
Location: Manchester M22 (Hybrid working available)
Hours: Monday to Friday, 37.5 hours per week
Salary: Up to 26k + benefits
About BCN:
BCN is a leading managed IT services provider based in the United Kingdom, specialising in delivering cutting-edge technology solutions across various sectors, including cloud computing, cybersecurity, and data management. We’re proud to have a strong Glassdoor rating, a reflection of the dedication and feedback from our amazing team.
Our core values of integrity, accountability, efficiency, communication, and teamwork shape everything we do. We foster a culture of openness, where collaboration is key. At BCN, we achieve success through collective effort!
Focus of the role:
Reporting to the Customer Services & Offboarding Lead, the role’s key focus is to assist with the Customer Service function & lost customer process in the business. The responsibilities of the role include:
Intaking customer and internal queries via email and the systems Query Dashboard
Managing queries through to resolution. Including logging, prioritising, and escalation of queries
Assisting with the lost contract & customer process for group from initial notice to final resolve; including contacting suppliers, scheduling internal jobs and terminating services via online portals
Conduct follow-up calls with former customers and gather data on reasons for churn
Liaising with customers to ensure smooth transition and offboarding
Calculating and issuing final invoicing
Assist with the continuous review of the lost customer process suggesting areas of improvement and maintain procedure details
Contribute to overall improvement of data and processes
Contribute to the wider business operations team projects and other administrative duties as required
Holiday cover for other team members and any other support required by the team or the wider business.
Person, Skills & Experience:
Minimum 2 years experience in an administrative role
Experience within the IT industry is a bonus, but not required
Experience within a financial administrative role or sales support would be of benefit but is not required for the role.
Good skills with the Microsoft package; Excel, Word, Outlook, SharePoint and Teams
Excellent written English and communication skills
Confidence and the ability to communicate clearly and effectively
Confident in communicating with customers via email and telephone and ability to build rapport
Self-starting with the ability to approach and resolve challenges
Ability to learn new skills quickly including adopting new processes and technology
Able to think on your feet and adapt to different situations
High attention to detail and accuracy
Possess good organisational and time management skills
Team mentality
Why BCN?
The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy
Competitive salary and the ability to progress
Enhanced holiday allowance increasing with length of service, plus bank holidays, we even give you the day off if you’re working to celebrate your birthday
Did we mention holidays? Yes we did, but you will also have the option to buy more
Hybrid working policy – your wellbeing matters to us
Company pension scheme
6-months of full pay during maternity leave – subject to length of service
2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us
Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more
Life assurance
Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts
State-of-the-art office with free parking
Balancing work, life, and fitness can be challenging, so we offer a free 24-hour on-site gym at our Manchester and Leeds locations to make it easier to stay active
Long service gifts to celebrate all the milestones
“Teach the Techie” sessions ran by our very own experts, where team members can share knowledge, learn new skills, and stay updated on the latest industry trends
Beer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots lots more.
