* Internal and external Customer Support via the central logging system, in person and via telephone* Create and update Service Desk reporting focussing on Customer Satisfaction* Write up new processes, test and implement within the team* Cross functional working with Finance, IT, Buying and Technical to ensure the best responses are provided to our Customers whilst gaining an understand on each system* A first point of contact for areas of the Business and Suppliers who have queries* Prioritise and answer the queries within the console in a timely and professional manner working to a 2 day SLA time to respond to queries and a 5 day SLA to close a query* Own the Customer feedback process and communicate feedback to the rest as the team as well as following up with the Supplier or Partner who have given the feedback* Involved with Continuous Improvement project reviewing our SOPs to ensure they are still relevant whilst also updating the look and feel* Identifying process improvements to ensure we maintain a high level of Customer Service. I worked on a Customer Satisfaction project reviewing and analysing the score on a weekly basis to understand how we can improve and maintain the score.