Partner Care Advisor Jobs

ITC Service Ltd

Location:
United Kingdom, Hebburn

Category:
Customer Service

Contract Type:
Not provided

Salary:

26000.00 - 30000.00 GBP / Year

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Job Description:

Partner Care are our first impression of ITC and are instrumental in setting the tone for our client relationships. The Partner Care Advisor is responsible for monitoring the delivery of high-quality customer service to our clients, ensuring customer satisfaction and optimal effective use of our resources. This role involves maintaining client satisfaction, contributing to an efficient partner care team and continuously improving processes to meet service standards and SLA’s. The Partner Care Advisor will work closely with all teams to ensure seamless customer service delivery and continuous improvement of processes and procedures.

Job Responsibility:

Client Support: Work collaboratively to dispatch service tickets in a timely manner
Provide high quality customer service to ensure smooth flow of support tickets
Manage complaints effectively
Coordinate with other departments to resolve customer issues
Manage and update CRM systems with customer details/updates
Maintain Communication: Engage regularly with clients to address ongoing concerns, provide value, and build trust, engage and delight
Maintain consistent communication until issue has been handed over to Service Desk for further support
Collaboration: Day to day operational development of a small team – motivate and inspire the Partner Care team on the best ways to approach the needs of the clients
Create and implement process as needed and in line with the organisation to ensure that team members stay focused in administering their duties
Guide and mentor members of the team to ensure they are delivering a high level of customer service that meets or exceeds customer expectations
Collaborate with all teams to align customer care service with company objectives
Achieve and Exceed KPIs: Observe performance of the team and give detailed statistical feedback
Use data to measure productivity and goal achievement
Use data to inform planning
Report to management and make suggestions for improvement
Collaborate with management to set and align Key Performance Indicators (KPIs)
Work closely with all departments to meet/exceed targets
Use Tools Effectively: Fully utilise ITC’s tools, such as Microsoft 365, Connectwise PSA
Uphold ITC’s Core Values: Act with integrity and trust in all interactions with prospects and team members
Tailor communication styles to suit different clients while upholding ITC’s commitment to excellent service
Demonstrate flexibility, resilience, and a process-driven approach in all activities

Requirements:

Knowledge of the IT sector, best practices, and MSP operations
Strong client-facing and communication skills, written and verbal
Positive and energetic attitude
Customer service-oriented with a focus on exceeding expectations
Resilient and adaptable under pressure with the ability to prioritise
Passionate about contributing to team success
Eager to join an innovative and forward-thinking company
Excellent interpersonal skills for building a strong rapport with clients and colleagues
Work experience in a fast-paced customer service role

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Partner Care Advisor