UNDERSTANDING, SERVICE, TRUST
3 Words that Guarantee Results in Recruitment

AV Service Delivery Support Associate

Egham/Staines salary circa £50,000
A leading global audio-visual integrator, providing AV and event services across multiple client partnerships globally.Our immediate requirement is for a Service Delivery Support Associate to play a pivotal part within our service account team. The role will be integral to ensuring support for the service account manager(s), efficient service delivery and enhancing our client relationships.

Key Responsibilities

Support service account manager(s) in the management of service accounts:- Field and manage day to day internal and external communications for key service accounts, take ownership of required actions and track to conclusion.

- Track and develop any potential audio visual and videoconferencing support opportunities

- Monitor account profitability and ensure additional service costs are charged back to the client when required

- To ensure all leads & opportunities are fully updated with D365 on a regular basis to enable management to create relevant reports and sales forecasts

- Record minutes of service meetings and coordinate with the service team on any service actions that may arise

- Where service delivery managers are not aligned be the first point of escalation
- Liaise with helpdesk, service delivery managers and onsite team(s) to assist with cases and resolve client issues

- Create account plans (where applicable) including strategies for growth as well as retention

Work with the service support team in the preparation and issue of maintenance contracts, quotes and renewals
Prepare and deliver monthly service reports where service delivery manager(s) is not aligned

Gain familiarity with the service catalogue and be able to identify opportunities to broaden our scope within existing accounts.

Actively contribute to and drive service improvements whenever possible, working closely with relevant teams to ensure that feedback is effectively communicated to the appropriate channels.

Participate in service proposals, RFPs and tenders.
All activities should be conducted with a focus on ensuring client satisfaction, ultimately leading to the renewal of the service contract.

Benefits:

23 days annual leave (increasing to 25 days after 3 years' service)
1 additional day to celebrate your birthday
Company Pension Scheme (Salary Sacrifice)
Life Assurance Scheme
Private Medical Insurance (after successful completion of probation)
Free eye test and discount at Specsavers
3 days off over Christmas and New Year (reviewed annually)
Free annual flu vaccination