Service Desk Manager, Blenheim Chalcot
+ OTE
4 days a week in office
Digital venture builders
Be an early applicant
Digital venture builders
1001+ employees
Be an early applicant
+ OTE
4 days a week in office
1001+ employees
Company mission
To support digital startups with funding and business operations, allowing them to focus on becoming industry disruptors.
Role
Who you are
- Excellent communication skills: Ability to communicate clearly and effectively with both technical and non-technical audiences cross-functionally, including Customer Success, Product, Engineering, Product Marketing and Leadership teams
- Customer-centric approach: Passionate about providing exceptional customer service
- Strong problem-solving skills: Ability to triage issues and partner with Support Engineers to diagnose technical issues, using ITIL problem management techniques
- Organized and detail-oriented: Ability to manage multiple tasks and prioritize effectively
- Proficiency with JIRA and Notion: Experience using these tools for issue tracking and knowledge management
What the job involves
- In this role, you will play a crucial role in ensuring our customers (including some of the best-known retail ecommerce brands in the UK and US) receive timely and effective support for the Fospha product, improving our customer retention and satisfaction key business metrics
- You will have the opportunity to take ownership of the end-to-end support process and work cross-functionally with teams from Customer Success through to Product and Engineering
- This role offers significant opportunity for growth and development within the company for someone with a passion for customer service and a desire to make a real impact
- Manage incoming support requests: Monitor and respond to issues submitted through our internal service desk (JIRA), surfacing useful information in Notion for stakeholders to self serve latest updates
- Triage and prioritize issues: Assess the urgency and impact of reported problems, categorize them appropriately, and assign them to the relevant team members
- Provide first-line support: Resolve straightforward issues directly and escalate complex problems to the appropriate technical teams
- Track issue resolution: Ensure timely resolution of all support requests and keep customers regularly informed of progress in line with SLAs
- Maintain service desk documentation: Update and improve Support desk internal documentation in Notion to facilitate efficient issue resolution
- Identify trends and patterns: Analyse support requests to identify recurring issues and potential product improvements
- Contribute to service improvement: Implement and maintain ITIL-based service management processes to ensure efficient and effective service delivery
Salary benchmarks
Our take
Blenheim Chalcot is a digital startup venture builder. It raises funding and provides operational support for fledgling companies to allow them to focus on building an exceptional product to take to market. Blenheim Chalcot takes a different approach than its more traditional competitors by investing knowledge, experience, ideas, infrastructure, and funds. Companies are started in-house and given everything they need to become a successful tech firm.
Blenheim Chalcot specialises in SaaS and generative AI startups and more recently has branched into healthcare tech, a rapidly expanding sector. Companies in their portfolio include financial services, education, media and marketing, public services and health as well as sports market companies, with over 60 businesses amounting to more than $500 million in annual revenues.
Blenheim Chalcot has had a number of significant exits in the past few years – just 3 years after its launch, ClearScore was acquired by Experian for £275m in 2018. Its portfolio has been responsible for employing over 3000 people and investment raises surpassing $600 million. Its laurels then, indicate a savvy and successful business investment venture.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company benefits
- Be part of the UK’s leading digital venture builder and have the opportunity to be a part of and learn from the incredible talent in BC
- A fun and open, if a little cricket-obsessed, atmosphere
- Discretionary bonus
- 25 days of paid holidays
- Life Assurance – 4 x annual salary. Pension Scheme, Cycle to Work Scheme
- Flexible Benefits: Private Medical and Dental, Gym Subsidiaries
Company values
- Never stop looking for a better way of doing things; be curious
- Building businesses is fast-paced and fluid; be nimble
- Sharing knowledge and networks builds better businesses; be generous
- The best ideas aren’t always your own; seek diversity
- Decisions should be driven by analytics and customer insight; embrace data
Company HQ
Shepherd's Bush, London, UK
Articles
Leadership
Charles Mindenhall
(Co-Founder)Oxford graduate and serial entrepreneur. Previously founded Liberis (small business finance). Currently Board Member at Modulr, trustee of The Royal Foundation of the Duke and Duchess of Cambridge and Youth Zone.
Diversity, Equity & Inclusion at Blenheim Chalcot
Ashni Gandesha (Early Careers Manager)
- At Blenheim Chalcot, we believe that diversity, equity, and inclusion (DEI) are fundamental to our success as a business builder. Our commitment to fostering an inclusive culture ensures that everyone feels valued, respected, and empowered to contribute to their fullest potential. Individuals seeking employment at Blenheim Chalcot must note we see diversity as a really positive thing that creates a better workplace and delivers better outcomes; we are keen to maximize the diversity of our workforce and actively encourage applications from anyone and everyone.
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