Customer Success Analyst

Location Battersea
Discipline: The Built Environment, Technology
Job type: Permanent
Salary: £0.00
Contact name: Paul Withers

Contact email:
Job ref: 32139
Published: 23 days ago
Startdate: 24/03/2021

Foster + Partners

Job Title: Customer Success Analyst-Service Desk Specialist

Reporting to: Technology Service Desk Manager/Head of Service Delivery

Foster + Partners, the internationally acclaimed architectural practice bases in Battersea London are looking to recruit a Customer Success Analyst to join our successful IT department

The Customer Success Analyst-Service Desk Specialist will work in a busy and challenging environment acting as a liaison between the business and IT. The role demands building strong relationships with Foster + Partners staff and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences along with a high standard of customer service.

This role will use analytical skills to identify problems, find solutions, and improve relationships across the business and the IT teams. Own overall relationship with assigned teams and staff, which includes managing on-boarding, arranging IT induction training, increasing adoption of technology services and ensuring high levels of customer satisfaction

  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
  • Maintain and develop customer success strategies and best practices, as well as customer support content
  • Communicate effectively with both internal and external senior-level management to understand customer needs and provide solutions to all parties whilst communicating learnings across the practice
  • Establish and Maintain existing customer success metrics and data which will be presented on a monthly basis

Responsibilities include but not limited to:

Customer Service

  • Provide excellent Customer Service Support all Foster + Partners staff
  • Serve as day-to-day contact for assigned teams and users, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
  • Continual service improvement through the review of the customer journey, identifying how it’s supported, taking a consultative approach in helping staff overcome issues and achieve goals
  • Facilitate interaction and workflow between technology team members, including third-party service providers if required, to ensure deliverables are on time
  • Conducting IT Setups and sending the Technology Welcome email
  • Working closely with HR and PA teams by attending weekly HR/PA meetings, example being new starter meetings, to reduce and eliminate any issues to ensure a valuable new starter experience.
  • Daily Spot Check Quality Report for Closed Calls - ensuring a subsection of users are happy with how a resolved call was dealt with from the previous day
  • Relaunch Customer Satisfaction Surveys and review the results on a weekly basis and report back to Service Desk Manager
  • Sending out the Aged Calls Report to the Technology staff/managers

Incident Management

  • Respond to and process incidents and service requests
  • Effective handling of complaints and escalations
  • Monitor and take ownership of issues raised from stakeholder meetings. Providing regular customer updates and post resolution follow-ups
  • Liaise closely with other IT teams on incidents requiring multiple discipline involvement


  • Promote and follow established procedures
  • Understanding and the ability to provide basic troubleshooting for IT related queries.
  • Active Directory and Exchange User Management
  • Maintain an up-to-date knowledge of relevant IT applications and technologies Administration
  • Understand and adhere to all elements of Foster + Partners technical standards, licensing requirements and security policy
  • Thorough knowledge of and compliance with Foster + Partners procedures and standards

Qualities and Skills required


  • Legally able to work in the UK
  • Experience with using call logging software
  • Excellent written and verbal communication skills - articulate and diplomatic manner
  • Knowledge of common software applications and willingness to learn about others used in the practice
  • Able to work 8-hour shifts Monday - Friday, between 8:00 - 19:00 on a rotating weekly basis
  • Able to demonstrate a high degree of flexibility including shift and out of hours working
  • Able to manage sensitive and sometimes confidential information
  • Resilient to cope with conflicting demands, able to prioritise duties and work effectively under pressure (while remaining calm and professional at all times)
  • Able to demonstrate initiative and a proactive approach to daily tasks
  • Able to build good relationships at all levels, internally and externally
  • Able to work as part of an effective team assisting and supporting team members

In addition candidates with ITIL awareness/ qualification, technical knowledge of Windows 10 and Office 365 are desirable

In return we offer a competitive salary and benefits package which includes 25 days holiday plus bank holidays, company pension and DIS.

If you would like to be considered for the position please apply with an up to date CV

*Please note due to the high number of applications we receive, if you have not had a response within 10 days unfortunately your application has been unsuccessful.