Support Officer Relation Management

When an institution wishes to purchase a service from SURF, the Relation Management Department is involved in the entire process from application to delivery. Are you the enthusiastic and ambitious support staff member who optimally supervises this process? Then respond quickly!

About SURF and the Relation Management Team

SURF is the collaboration organization for ICT for Dutch education and research. SURF works with educational and research institutions on ICT facilities and ICT innovation to make the best use of the opportunities offered by digitization.

The Relation Management team is one of the teams within the Strategy, Relation Management and Communications Department. The Relation Management Institutions team currently consists of eight relationship managers and four support staff. The sub-team of four support staff members provides the back office for our services.

What does this job entail?

When a research or educational institution requests a service from SURF (for example, SURFinternet, SURF Research Drive or SURFwireless), an entire process begins. As a support staff member of Customer Relation Management, you are a central part of this process, from the request to the moment the service is delivered. In other words, you ensure that the customer can start using the service carefree and as quickly as possible. You take care of the quotation process, the contractual settlement and contribute to optimizing the internal processes.

You will also work closely with colleagues from the finance team, legal affairs team and those responsible for the services SURF provides. In this way, you will always try to make the process of purchasing services as streamlined as possible. You will also ensure improvement of the customer experience through a number of internal projects.

What are you going to do exactly?

• You are the first point of contact for coordination across departments when it comes to processes around delivery of services;
• You prepare quotations and agreements;
• You ensure clear processes around request for services;
• You will provide input for functional modifications to internal systems, such as the CRM Microsoft Dynamics.

We ask

• You have at least hbo working and thinking level;
• You are customer and service oriented, enterprising, decisive, patient and communicatively strong;
• You have knowledge of applications such as Word, Excel and preferably Microsoft Dynamics;
• You work accurately;
• You have excellent oral and written communication skills in Dutch and English;
• You are a team player and used to working with a diversity of colleagues and departments;
• You are not afraid to ask questions in order to achieve the best results.

We offer

• A varied and challenging job for 24 – 40 hours (0.6 – 1.0 fte) in an informal and collegial atmosphere with a high level of ambition;
• SURF offers extensive training opportunities and excellent fringe benefits;
• This position has a salary range of €3454 to €4934 euro gross based on full-time;
• 8.33% vacation allowance, a fixed year-end bonus of 8.33%;
• 36 vacation days per year (based on a 40-hour work week);
• An NS Business Card 1st class;
• We offer the opportunity for hybrid work and you will receive a home office allowance on work-at-home days;
• Our Utrecht office is located within walking distance of Utrecht CS.
• Initially, the contract will be for one year, with the intention of converting to a permanent contract after one year.

SURF takes great pleasure in doing its recruitment itself; acquisition is therefore not appreciated.