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Services Engagement Coordinator

Full time
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I.T., digital & online media services
1,001-5,000 employees
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Would you like to kick start your career in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Services Engagement team

The Services Engagement (SE) department is a newly created team to support sales with the resourcing of all our Tech & Services departments. It's an exciting function that sits within Services, built to meet the needs of our internal and external customers, and provide the best possible customer experience throughout the engagement with Tech & Services. You'll be part of lots of opportunities to help shape and contribute to a successful relationship between Sales and Services and continue the development and improvement within SE.

Success. The Softcat Way.

Softcat is a £1billion+ technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

Do you want to make change happen in the heart of the business?

You'll be the front-facing role for SE and the entry into Services, so exemplifying exceptional customer service is key. As this role is new within the department, you get to help shape the role into what is necessary and essential in contributing to the development of SE.

About the Role:

The Services Engagement Coordinator is a key role within the department covering the triaging of the Engage inbox. They'll direct incoming requests for Softcat services into the respective department views and redirect to the corresponding teams. You'll be responsible for creating reports and analysing data, support stakeholders with important business decisions through our data and get to innovate the processes and tools to deliver a world class service to our internal and external customers.

As a Services Engagement Coordinator, you'll be responsible for:

  • Ownership of triaging work in the Engage inbox to the respective teams within SE and the wider business
  • Build a fast rapport with our internal customers during the engagement lifecycle and request further information where needed to triage efficiently
  • Continuously improving current ZenDesk forms and Engage workflows to optimise processes
  • Attend and lead regular Tech & Services Authority stand ups to support from a resourcing perspective
  • Ownership of resourcing Large or Complex Tech & Services opportunities
  • Build relationships with key stakeholders in Tech & Services and establish escalation contacts
  • Responsibility for data reports and dashboards to support stakeholders with business decisions and provide insight into the data coming into Engage
  • Work closely with the Sales Enablement Managers to work on improving sales and services adoption
  • Support SE management with the transition from ZenDesk tooling

We'd love you to have:

  • Excellent communication, organisation, and administration skills
  • Exceptional customer service skills with professionalism, patience and a "customer-first" attitude
  • Strong understanding of our services departments and their capabilities
  • Willing to go above and beyond to represent Softcat Tech & Services in a good light
  • A passion for working with people and the ability to quickly build and sustain strong internal relationships
  • A pro-active approach, the ability to work in a fast-paced environment and work well under pressure

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • Hybrid working – 2days in the office and 3days working from home
  • Working flexible hours - flexing the times you start and finish during the day
  • Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Join us

To become part of the success story, please apply now

As part of our commitment to supporting, attracting and retaining the best diverse talent, Softcat is proud to partner with organisations like WORK180, My G Work and Black Young Professionals. Work 180 endorse employers that demonstrate on-going support for women at work, including offering benefits and policies that best support female employees. My G Work support us in our aim of attracting more LGBTQ+ talent. The BYP network support us in diversifying our talent pool by tapping into the black professional community.