As a Client Support Analyst, you will provide post-implementation support for customers using Johnson Controls solutions, acting as a key point of contact for customer enquiries, service requests and operational support activities. You will work closely with customers, field teams and internal stakeholders to resolve issues, coordinate service delivery and maintain accurate business data. This role plays an important part in ensuring a positive customer experience, meeting contractual commitments and supporting the efficient operation of the business.
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Competitive salary
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25 days holiday plus bank holidays
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Company pension
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Life insurance
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Employee Assistance Programme
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Employee referral scheme
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Employee discounts
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Cycle to Work scheme
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Discounts on Johnson Controls products
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Training and career development opportunities
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Supportive, collaborative and safety-driven culture
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Act as a primary point of contact for customer enquiries, service requests and support issues.
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Investigate, manage and resolve customer concerns within agreed service levels.
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Coordinate with field engineers, operational teams and support functions to ensure timely issue resolution.
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Support customers with system-related queries, account administration and service processes.
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Maintain accurate records within CRM, ERP and other business systems.
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Monitor open cases and ensure customers receive regular updates on progress.
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Support job tracking, reporting and administrative activities to meet operational objectives.
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Coordinate equipment, materials and service-related logistics when required.
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Produce reports and provide data insights to support business performance and customer service improvement.
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Identify opportunities to enhance customer satisfaction, service delivery and operational efficiency.
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Build strong working relationships with internal stakeholders and external customers.
Required
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Degree qualified with at least 1 year of relevant experience; or
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HND, foundation degree or equivalent qualification with at least 6 years of relevant experience; or
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An equivalent combination of education and practical experience.
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Strong customer service, communication and relationship management skills.
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Excellent analytical, problem-solving and organisational abilities.
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Ability to manage multiple priorities in a fast-paced environment.
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High level of accuracy and attention to detail.
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Proficiency with Microsoft Office applications and business systems.
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Ability to work collaboratively with cross-functional teams.
Beneficial
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Experience in a customer support, client services or service coordination environment.
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Knowledge of building controls, building automation, HVAC or related technologies.
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Experience using CRM, ERP or service management systems.
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Understanding of service delivery, field operations or contract support processes.
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Experience working within a customer-focused technical or engineering organisation.
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