Job title: Customer Services & Offboarding Administrator

Location: Manchester M22 (Hybrid working available)

Hours: Monday to Friday, 37.5 hours per week

Salary: Up to 26k + benefits

About BCN:

BCN is a leading managed IT services provider based in the United Kingdom, specialising in delivering cutting-edge technology solutions across various sectors, including cloud computing, cybersecurity, and data management. We’re proud to have a strong Glassdoor rating, a reflection of the dedication and feedback from our amazing team.

Our core values of integrity, accountability, efficiency, communication, and teamwork shape everything we do. We foster a culture of openness, where collaboration is key. At BCN, we achieve success through collective effort!

Focus of the role:

Reporting to the Customer Services & Offboarding Lead, the role’s key focus is to assist with the Customer Service function & lost customer process in the business. The responsibilities of the role include:

• Intaking customer and internal queries via email and the systems Query Dashboard

• Managing queries through to resolution.  Including logging, prioritising, and escalation of queries

• Assisting with the lost contract & customer process for group from initial notice to final resolve; including contacting suppliers, scheduling internal jobs and terminating services via online portals

• Conduct follow-up calls with former customers and gather data on reasons for churn

• Liaising with customers to ensure smooth transition and offboarding

• Calculating and issuing final invoicing

• Assist with the continuous review of the lost customer process suggesting areas of improvement and maintain procedure details

• Contribute to overall improvement of data and processes

• Contribute to the wider business operations team projects and other administrative duties as required

• Holiday cover for other team members and any other support required by the team or the wider business.

Person, Skills & Experience:

• Minimum 2 years experience in an administrative role

• Experience within the IT industry is a bonus, but not required

• Experience within a financial administrative role or sales support would be of benefit but is not required for the role.

• Good skills with the Microsoft package; Excel, Word, Outlook, SharePoint and Teams

• Excellent written English and communication skills

• Confidence and the ability to communicate clearly and effectively

• Confident in communicating with customers via email and telephone and ability to build rapport

• Self-starting with the ability to approach and resolve challenges

• Ability to learn new skills quickly including adopting new processes and technology

• Able to think on your feet and adapt to different situations

• High attention to detail and accuracy

• Possess good organisational and time management skills

• Team mentality

Why BCN?

• The opportunity to shape your own future with industry leading training and development, with access to our BCN Academy

• Competitive salary and the ability to progress

• Enhanced holiday allowance increasing with length of service, plus bank holidays, we even give you the day off if you’re working to celebrate your birthday

• Did we mention holidays? Yes we did, but you will also have the option to buy more

• Hybrid working policy – your wellbeing matters to us

• Company pension scheme

• 6-months of full pay during maternity leave – subject to length of service

• 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us

• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more

• Life assurance

• Cycle to work scheme, electric vehicle scheme, tech scheme and retail discounts

• State-of-the-art office with free parking

• Balancing work, life, and fitness can be challenging, so we offer a free 24-hour on-site gym at our Manchester and Leeds locations to make it easier to stay active

• Long service gifts to celebrate all the milestones

• “Teach the Techie” sessions ran by our very own experts, where team members can share knowledge, learn new skills, and stay updated on the latest industry trends

• Beer (or soft drinks) and Pizza Friday’s, dress down every day, social events such as Summer BBQ, Christmas party and lots lots more.