IFS
The Role:
Working in the Customer Service Experience Team, and as part of the wider Fulfilment Customer Office team in Unified Support, you’ll have exciting opportunities to utilize and develop your skillset whilst contributing to the growth and success of our team and IFS as a whole.
The Customer Service Experience Team plays a central role in driving improvements in the customer service experience delivered by Unified Support and supporting service delivery through Knowledge Management, Business Intelligence and Community Management.
With close support from a mentor, you will gain hands-on experience of a variety of subjects including customer experience, reporting, knowledge management, community management and AI. As well as exposure to tools such as SharePoint, Power BI and ServiceNow.
Duties & Responsibilities:
Your responsibilities will span a diverse range of tasks, including but not limited to assisting in:
• Management of Voice of the Customer feedback including the loop being closed with the customer and the identification of improvements opportunities
• Implementation of service improvements in ServiceNow based on customer feedback
• Knowledge Management in ServiceNow
• IFS Community Management
• Creation of business intelligence in ServiceNow and PowerBI
• Continuous improvement of AI use within Unified Support
Personal attributes:
• Self-motivated with a positive outlook and “can do” attitude
• Clear and effective communicator, both verbally and in writing
• Capable of gathering and interpreting data
• Creative thinker with presentation skills
• Proactive problem-solver, passionate about finding solutions and adapting to challenges
• Ability to think critically to make informed decisions based on data and evidence
• Quick to adapt to changing environments and priorities
• Efficient at managing time and workload
• A foundational understanding of key business functions and their respective priorities, such as sales, commercial operations, consulting, support, etc
• An awareness or interest in customer experience practices
• An understanding of ITIL principles would be beneficial
• Proficiency in fundamental computer skills, encompassing familiarity with Microsoft Office Suite and basic software applications
• Strong command of written and verbal English
• Working towards a degree in Business, Management or an IT related subject or equivalent
We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community