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About the Role

This role involves supporting the UK&I region as a key point of contact for customers, managing support cases from initiation to resolution, and ensuring exceptional customer experience through proactive communication and coordination with internal teams.

Responsibilities

• Proactively contact customers regarding open support tickets to provide updates and manage expectations.
• Build positive relationships with customers through professional, empathetic and timely communication.
• Ensure customers are regularly informed, even when there is no significant progress to report.
• Gather additional information from customers to assist with issue resolution.
• Escalate customer concerns appropriately while maintaining ownership of the customer relationship.
• Monitor support queues and identify tickets requiring customer follow-up.
• Review ageing tickets and ensure appropriate action is taken.
• Chase internal teams and third-party suppliers for updates.
• Ensure ticket information is accurate, complete and up to date.
• Prioritise tickets based on urgency, SLA commitments and business impact.
• Close tickets promptly once customer confirmation has been received.
• Liaise with Technical Support, Field Services, Engineering and Customer Success teams.
• Coordinate customer appointments where required.
• Ensure engineers have the necessary information before attending site.
• Monitor outstanding actions and ensure agreed timescales are achieved.
• Deliver outstanding customer service on every interaction.
• Identify opportunities to improve customer satisfaction.
• Recognise customers at risk of dissatisfaction and take proactive action.
• Collect customer feedback where appropriate.
• Act as the customer's advocate within the business.
• Produce reports on ticket status and ageing.
• Identify trends in recurring customer issues.
• Highlight process improvements to management.
• Maintain accurate customer records within CRM and ticketing systems.
• Support SLA reporting and performance metrics.

Requirements

• Previous experience in a customer service or customer support role.
• Excellent telephone manner with confidence speaking to customers.
• Outstanding written communication skills.
• Strong organisational and time management skills.
• Experience managing multiple priorities simultaneously.
• Ability to work independently and take ownership.
• Strong attention to detail.
• Experience using CRM or helpdesk ticketing systems.
• Good Microsoft Office skills (Excel, Outlook, Word and Teams).

Skills

• Customer service
• Customer support
• Communication
• Organisation
• Time management
• Prioritisation
• Attention to detail
• CRM systems
• Helpdesk ticketing systems
• Microsoft Office (Excel, Outlook, Word, Teams)
• IT
• Retail technology
• Field service
• Service desk processes
• Service Level Agreements (SLAs)
• Zendesk
• Freshdesk
• ServiceNow
• Jira

Location

• London

Work Type

• Hybrid

Experience Level

• Previous experience in a customer service or customer support role
• Experience within IT, retail technology or field service environments (Desirable)
• Experience managing multiple priorities simultaneously
• Experience using CRM or helpdesk ticketing systems
• Experience with Zendesk, Freshdesk, ServiceNow, Jira or similar ticket management systems (Desirable)
• Understanding of Service Level Agreements (SLAs) (Desirable)

Benefits

• Competitive pay and benefits
• E-learning opportunities and workshops
• Global mobility potential

About the Company

• Are you ready to develop the future of retail?
• As the world’s leader in IoT and data technologies for commerce, our mission is to help retailers and brands use digitalization to become more efficient, more intelligent, and more sustainable—and in doing so, enable more positive commerce.
• Vusion is a fast-growing, fast-paced retail tech company.
• We believe that by thinking big and working together as one team—agile thinkers, tech makers, and change agents—we can build the largest retail IoT platform in the world.
• Technologies for Positive Commerce | Vusion
• VusionGroup has an international presence in 19 countries.
• In joining us, you’ll be part of a globally distributed team of intellectually curious, committed, and collaborative co-workers.
• The work is fast paced, challenging, and ambitious.
• Here, you will feel valued for your contributions as we reinvent modern commerce—together.
• We feel supported. You will too.
• VusionGroup is a place where people feel safe, happy, and respected.