Graduate Customer Service Analyst

Telford, England, United Kingdom

8/8/2025

Department: Managed Services

Location: Remote, UK

Description

This role will be based 5 days per week from our Telford Office and will be an initial 12 month fixed term contract.

What this role is all about

• Just finished your studies and ready to launch your career in tech and customer experience? Join us as a Customer Service Analyst on our Next Generation Managed Services (NGMS) Customer Service Centre team — where your curiosity, communication skills, and problem-solving mindset will make a real impact from day one.
• You'll be part of a friendly and fast-moving team, supporting customers across multiple channels — phone, cases, and chat — helping them get the most out of our services, and ensuring their issues are resolved quickly and smoothly. You’ll get all the training and support you need to grow your skills, build confidence, and take ownership of your work.
• This is the perfect opportunity for a graduate who wants to break into the tech industry, learn from experienced mentors, and gain real-world experience in a high-performing team.
  
  

What success looks like


We’ll support you in hitting the ground running — and here's what great looks like:
· Customer satisfaction: You’re helpful, friendly and efficient — customers feel listened to, understood, and supported.
·Clear communication: Whether it’s on the phone or in a ticket, you explain things clearly and keep everyone in the loop.
·Ticket management: You log, prioritise and update tickets accurately, so nothing falls through the cracks.


Key Responsibilities

Be the first line of support
· Take customer requests and issues via phone, cases and chat
·Ask the right questions to understand what’s going wrong
·Log details clearly and prioritise cases based on impact and urgency
·Work closely with internal resolver groups to pass on accurate information

Be part of the team
·Collaborate with colleagues, share knowledge, and ask for help when needed
·Work toward team targets and goals together
·Learn from your peers, mentors, and leaders

Own your cases
·Keep cases up-to-date and customers informed throughout
·Document any troubleshooting or updates clearly
·Chase updates when needed to ensure resolution — you’re the customer's voice


Skills, Knowledge and Expertise

We don’t expect you to know it all yet — we’ll teach you! What we’re looking for is someone with the right attitude, energy and willingness to learn.

Must-haves:
·Great communication skills — both written and verbal
·Calm under pressure and able to multitask
·A natural problem-solver with an eye for detail
·Organised, proactive, and reliable
·Passion for delivering a great experience for customers

Nice-to-haves (but not essential):
·Any experience working in a customer-facing role (retail, hospitality, etc.)
·Interest in IT, tech, or support services
·Service-related training or certifications


Benefits

Why join us?
·Friendly, inclusive and supportive culture
·Structured onboarding and career development
·On-the-job learning with experienced mentors
·Exposure to a variety of tech platforms and support tools
·Clear path to grow into technical or specialist roles
·Great opportunity to take your first steps working with a Managed Service Provider.