2040 Providing Customer Service jobs in Dudley

Customer Care Manager - Permanent - Birmingham & West Midlands- 40,000 - 45,000

Introduction & Role

We are currently representing a House Builder, who are seeking a Customer Care Manager to join their team on a permanent basis.

The position is based both at office and on site.

Day to day

• Carrying out defect inspections on all propertiesacross the region (West Midlands)
• Manage project works ensuring the customer is kept up to date at all times.
• Coordinate remedial works to clients' satisfaction professionally and in a timely manner.
• Act as primary point of contact for clients ensuring strong relationships built with relevant key contacts.
• Attend end of defect inspections.
• Proactively manage the process and communicate to the business and the clients regularly.
• Supporting the Head of department, managers and wider team.
• Feedback to the department on continuous patterns that arise to ensure quality is upheld across all builds.
• Assist the Head of Customer Care ad-hoc as required.
• Writing reports from inspections to discuss with the Customer Care department and relevant stakeholders.

Key Skills required

• Previous experience within a Customer Service Manager role in the new homes or Housing industry. This may also suit an individual who is looking to take their next step up and has already had exposure andexperience carrying out inspections within the above industries.
• NHBC knowledge.
• Flexibility to travel across West Midlands sites.
• Excellent communication and customer facing skills
• Excellent report and email writing skills and proficient with IT.

Please apply below or contact Chris Ellis at Wheatstone Solutions for more information.

• Provide efficient and effective technical support to clients via phone, email, and remote access tools.
• Diagnose and resolve hardware, software, and network-related issues.
• Escalate complex issues to senior support staff or relevant teams.
• Assist with the installation, configuration, and maintenance of IT systems, including cloud-based solutions (e.g., Microsoft 365, Azure).
• Manage user accounts and permissions.
• Document support activities, solutions, and knowledge base articles.
• Monitor IT systems for performance and security issues.
• Contribute to improving support processes and customer satisfaction.
• Provide basic training to users on IT best practices.

• Proven experience in an IT support or helpdesk role.
• Strong knowledge of Windows operating systems, Microsoft 365 suite, and common business applications.
• Familiarity with cloud platforms (e.g., Azure, AWS) is highly desirable.
• Good understanding of networking concepts (TCP/IP, DNS, DHCP).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Customer-focused attitude and a commitment to service excellence.
• Ability to manage time effectively and prioritize tasks.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are an advantage.

• Lead and manage the day-to-day operations of the IT helpdesk team, ensuring high levels of service and customer satisfaction.
• Provide expert technical support for hardware, software, network, and system issues.
• Prioritize, assign, and track support tickets, ensuring timely resolution within established service level agreements (SLAs).
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Train and mentor helpdesk staff, fostering their technical skills and professional development.
• Identify recurring technical problems and implement long-term solutions to prevent future occurrences.
• Manage IT assets, including inventory, deployment, and lifecycle management.
• Collaborate with other IT teams (e.g., systems administration, network engineering) to resolve complex technical challenges.
• Oversee the implementation of new IT solutions and upgrades from a support perspective.
• Contribute to the development and enforcement of IT policies and procedures.

• Provide first and second-line technical support via phone, email, and chat, addressing user inquiries and resolving technical problems efficiently.
• Diagnose and troubleshoot software defects, connectivity issues, and user configuration errors.
• Escalate complex issues to senior support engineers or development teams when necessary, ensuring clear documentation and follow-up.
• Guide users through troubleshooting steps and provide clear, concise explanations of technical concepts.
• Maintain a high level of customer satisfaction by delivering timely and effective solutions.
• Develop and update knowledge base articles, FAQs, and user guides to empower customers and internal teams.
• Monitor system performance and identify potential issues proactively.
• Collaborate with cross-functional teams, including product development and customer success, to improve product functionality and user experience.
• Participate in team meetings, sharing insights and contributing to process improvements.
• Stay current with emerging technologies and industry best practices in cloud computing and IT support.

• Proven experience in a technical support or helpdesk role, preferably supporting SaaS or cloud-based applications.
• Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) is highly desirable.
• Excellent troubleshooting and problem-solving skills with a logical and analytical approach.
• Outstanding communication and interpersonal skills, with the ability to communicate technical information clearly to both technical and non-technical users.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• A relevant IT certification (e.g., CompTIA A+, Network+) is a plus.
• A proactive attitude and a commitment to delivering excellent customer service.

• Provide advanced technical support and troubleshooting for cloud-based products and services.
• Diagnose and resolve complex customer issues related to infrastructure, applications, and configurations.
• Manage and prioritise support tickets, ensuring timely and effective resolution.
• Collaborate with engineering and product teams to identify root causes and implement permanent solutions.
• Develop and maintain comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Guide customers through complex technical processes and configurations.
• Monitor system performance and identify potential issues proactively.
• Participate in on-call rotations to provide 24/7 support coverage.
• Contribute to the improvement of support processes and tools.
• Mentor junior support engineers and share technical expertise.
• Stay up-to-date with the latest cloud technologies and industry best practices.
• Ensure customer satisfaction through exceptional service delivery.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, system administration, or a similar role.
• In-depth knowledge of cloud computing concepts and platforms (AWS, Azure, GCP).
• Strong understanding of networking protocols (TCP/IP, DNS, HTTP/S).
• Proficiency with operating systems (Linux and Windows Server).
• Experience with scripting languages (e.g., Python, Bash) is highly desirable.
• Familiarity with database systems (e.g., SQL, NoSQL).
• Excellent analytical, problem-solving, and debugging skills.
• Strong customer service orientation and excellent communication skills.
• Ability to work independently and manage time effectively in a remote environment.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Azure Administrator) are a plus.

• Provide Tier 2/3 technical support to customers via multiple channels (email, chat, phone) for complex cloud service issues.
• Troubleshoot, diagnose, and resolve technical problems related to software, hardware, and network infrastructure within the cloud environment.
• Analyze customer issues, identify root causes, and implement effective solutions to prevent recurrence.
• Escalate unresolved issues to appropriate engineering teams with detailed diagnostic information and reproduction steps.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with product management and engineering teams to provide feedback on product improvements and bug fixes.
• Participate in on-call rotation to provide 24/7 support coverage for critical issues.
• Train and mentor junior support staff on technical issues and best practices.
• Monitor system performance and proactively identify potential issues before they impact customers.
• Contribute to the continuous improvement of support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, helpdesk, or system administration roles, with a strong focus on cloud technologies.
• Proven expertise in troubleshooting distributed systems, SaaS platforms, and network protocols (TCP/IP, DNS, HTTP/S).
• Experience with at least one major cloud provider (AWS, Azure, GCP) and associated services.
• Proficiency in scripting languages (e.g., Python, Bash) for automation and diagnostics.
• Excellent problem-solving, analytical, and communication skills.
• Ability to effectively manage multiple high-priority issues simultaneously in a fast-paced environment.
• Strong understanding of operating systems (Linux/Windows) and containerization technologies (Docker, Kubernetes) is a plus.
• Customer-centric approach with a passion for delivering exceptional support.
• Experience working in a fully remote setting, demonstrating excellent time management and self-motivation.

• Providing expert-level technical support for cloud-based SaaS products.
• Diagnosing and resolving complex hardware, software, and network issues.
• Managing and prioritizing escalated support tickets efficiently.
• Communicating technical solutions clearly and concisely to clients of varying technical expertise.
• Collaborating with engineering and development teams to identify root causes and implement fixes.
• Creating and maintaining comprehensive technical documentation and knowledge base articles.
• Mentoring and guiding junior support engineers.
• Proactively identifying potential issues and recommending preventative measures.
• Participating in on-call rotation for critical incident response.
• Contributing to service improvement initiatives and best practice development.

• Provide Tier 3 technical support for cloud-based solutions, investigating and resolving complex hardware, software, and network issues.
• Manage and troubleshoot issues related to cloud infrastructure (e.g., AWS, Azure, GCP), including virtualisation, storage, and networking components.
• Diagnose and resolve performance bottlenecks, security vulnerabilities, and system outages with minimal downtime.
• Collaborate with development, operations, and sales teams to ensure prompt and effective resolution of customer issues.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and best practice guides for cloud services.
• Monitor system performance, identify potential issues, and implement proactive solutions to ensure high availability and reliability.
• Participate in on-call rotation to provide 24/7 support for critical incidents.
• Analyse support trends and provide feedback to product management and engineering teams for service improvements.
• Mentor junior support engineers, sharing expertise and guiding them through complex problem-solving scenarios.
• Automate routine tasks and processes to improve efficiency and reduce manual intervention.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, with a strong focus on cloud technologies.
• In-depth knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform.
• Proficiency in scripting languages (e.g., Python, Bash) for automation and troubleshooting.
• Strong understanding of networking concepts, protocols, and troubleshooting.
• Experience with operating systems (Linux and Windows) and containerisation technologies (e.g., Docker, Kubernetes).
• Excellent problem-solving, analytical, and diagnostic skills.
• Superb communication and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
• Experience working in a remote team environment and managing time effectively.
• Relevant cloud certifications (e.g., AWS Certified Solutions Architect, Azure Administrator Associate) are highly desirable.

• Provide advanced technical support to customers, resolving complex issues related to our cloud platform and services.
• Lead and mentor a team of customer support specialists, ensuring high-quality service delivery and prompt issue resolution.
• Develop and maintain comprehensive knowledge base articles, troubleshooting guides, and FAQs.
• Act as a point of escalation for challenging customer inquiries and technical problems.
• Identify recurring issues and collaborate with engineering and product teams to implement long-term solutions.
• Monitor system performance and customer satisfaction metrics, implementing improvements as needed.
• Train new support staff and conduct ongoing training sessions for the team.
• Manage customer relationships, ensuring a positive support experience and fostering customer loyalty.
• Contribute to the continuous improvement of support processes and tools.
• Participate in on-call rotations as required.

• Proven experience in a customer support or technical support role, with a strong focus on cloud technologies (e.g., AWS, Azure, GCP).
• Demonstrated experience in a lead or supervisory role within a support environment.
• Excellent troubleshooting and problem-solving skills, with a deep understanding of network protocols, operating systems, and application support.
• Strong communication, interpersonal, and customer service skills.
• Ability to explain complex technical issues clearly and concisely to both technical and non-technical users.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
• A Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• Certifications in relevant cloud platforms are a significant advantage.