Client Service Executive

We're seeking an experienced and confident individual to work in our fast-paced client service and support team which is central to the success of our business.

About the role

You will be client-facing, and work across a range of complex ecommerce solutions, websites and digital applications. The role encompasses delivery of first class support and identifying opportunities for improvement, whilst maintaining superb client relationships as first point of contact. You will be both reactive and proactive in looking after our clients, tasks, and small projects.

Responsibilities

• Provide our first line support function, responding to client requests and tickets (both support issues and proactive enhancements) appropriately and within agreed Service Level Agreements (SLAs) for response and resolution times.
• Triage such requests and ensure sufficient information has been provided before managing actions appropriately, speaking to clients and team directly via ticket, email, and phone to ensure clarity of issues and requirements.
• Diligently manage in-flight tickets and tasks that are scheduled with the team and/or awaiting action from the client or internally.
• Discuss and agree effort estimates from the team where relevant, to enable accurate scheduling of work both day-to-day, and to input into weekly scheduling process.
• Build knowledge of both the underlying platforms we use (Kentico, BigCommerce, Kontent.ai, Storyblok) and client's solutions such that you can confidently discuss and support issues and tasks with both the team and clients.
• Maintain excellent communication with clients in relation to changes requested and issues raised and managing priorities and expectations across multiple clients.
• Own the service desks for clients ensuring rapid responses and that tasks are driven through proactively.
• Taking an active part in daily stand ups, daily team and task management, leading where necessary, and working as a team to ensure effective delivery and utilisation.
• QA and validation of resolved issues and delivered tasks to ensure deliverables are to your and client's expectations.
• Occasionally attending client & supplier meetings at Ridgeway's offices, on client site, and virtually.

Skills and experience

• Previous experience within the digital industry (preferably agency-side).
• Hands on experience either from a development perspective or direct use of CMS and/or ecommerce platforms.
• Experience using and ideally managing a ticketing system such as Jira, Zendesk.
• Exemplary phone manner and customer service skills with excellent verbal and written communication skills.
• Confident communicator, able to deal with a diverse range of clients.
• A good understanding of typical website ecosystems, the mechanics involved (from APIs to SSLs via CDNs), what drives a successful solution.
• Excellent time management and organisational skills with good attention to detail.
• Good initiative and the ability to understand problems and make effective decisions.
• Excellent working knowledge of Microsoft Office and task management tools.

This role offers a salary ranging from circa £28-36k,subject to skills and experience. Please state your salary requirements upon application.

Location

Our head office is in Oxfordshire. We welcome UK-based applicants and operate hybrid working. We value face to face team collaboration, however for this role it is important to be in our Witney office 4+ days each week.

Equal opportunities

We are an equal opportunities employer, and strongly support diversity in our team.

We only accept direct applications and request agencies are respectful of this.