Customer Service and Offboarding Administrator

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.