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Service Excellence Coordinatorat CDW Careers (UK)

Job ID: 
Post Date: 
02 Dec 2021
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 

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Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.


What you’ll do:

  • Service Excellence Projects – carry out project work to drive Services wide improvements using voice of the customer and voice of the business data in order to identify opportunities to optimise processes and enhance the customer experience
  • Service Excellence Analysis – contribute to identifying and reporting on overall themes and opportunities from multiple Service excellence work-streams (Escalation Reports, Escalations, NPS, Hypercare, QA, KIT, Supplier Excellence etc.)
  • Process Improvement – Undertake investigation and analysis of data and ways of working across Services in order to find efficiencies and opportunities to streamline processes
  • Escalation Reports – producing quality, detailed and accurate reports that highlight the reasons for breakdown of service, using root cause analysis in order to identify and implement improvement actions to prevent reoccurrence of issues
  • Escalations Process – Provide support and cover to the Escalations Coordinator when required
  • Audits & Compliance – coordinate projects and programmes that deliver the required inputs to and outputs from various compliance and audit programs e.g. ISO, Risk Register
  • NPS - analysis and reporting of data in order to identify and implement improvements to the customer experience
  • Escalations - analysis and reporting of data in order to identify and implement improvements to the customer experience
  • Hypercare – Lead and support on customer facing service recovery programmes
  • KIT – analysis and reporting of data in order to identify process improvement opportunities             


What you need to succeed:


  • Experience and capability to manage multiple initiatives and work streams autonomously
  • Excellent communication skills
  • Knowledge of Yellow and Green belt Lean Six Sigma highly desirable
  • Experience of running improvement initiatives in a contact centre or MSP environment


Nice to have:

  • Highly motivated self-starter with ability to work with all hierarchical levels
  • Passionate about what they do and making a difference
  • Exceptional problem solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
  • Demonstrates a positive, proactive, results driven approach
  • Passionate to develop and contribute
  • Able to demonstrate adaptability in response to changing needs and priorities
  • Tolerant and dependable under pressure. Able to work to deadlines
  • Has a professional ‘can do’ attitude and approach


Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 


What you can expect from us: Culture, coworkers, careers:

CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.


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