Our client, a leading UK organisation is looking for a Customer Service Manager to ensure effective engagement between Global IS Service Delivery and the businesses that it serves.
You will be defining, agreeing and working with Service Level Targets and assisting in defining the business strategy for the service and the business processes it supports.
You will build long-term relationships with key business stakeholders
You will assist customers in the formation of IT strategies, facilitating access to subject experts in the supplier organisation and elsewhere
You will monitor the level of customer satisfaction, at regular intervals or after each significant delivery of product or service and respond to customers queries and complaints and ensure that, when necessary, corrective action is taken
You will influence the development and enhancement of services, products and systems and monitor the level of business actually achieved
You will define service levels for customer services staff
You will develop and manage defined communication channel(s) and/or stakeholder groups, proactively seek to identify potential demand, and assist in the creation of the business case
You will contribute thought leadership for the ongoing transformation and continual evolution of the Customer Service Management function
Crisis management during major incidents, providing calm, considered and insightful information/data that allows business units to make informed decisions when their services are impacted
The role will require experience of Major Incident Management, Problem Management and Service Operations Management. You will have worked in a transformational capacity and be customer focussed with the ability to translate complex operational issues into business language. It will involve extensive customer and stakeholder management so it is imperative that you can demonstrate excellent relationship building skills.
You must demonstrate consistent alignment with the core business leadership qualities, consistently deliver great performance, build relationships, develop yourself and others
You should be able to demonstrate commercial orientation, keeping commercial aspects continually in mind when taking actions or making decisions
It is essential that you understand the needs of the internal or external customer
You will need to demonstrate organisational awareness
You should be able to establish relationships and maintain contacts with people from a variety of backgrounds whilst being an effective communicator
You must be familiar with application systems. The application of automated systems to the support of specific business functions or processes. Examples: SAP environments, Network Monitoring and Control, Contact Centre(s) etc.
You must be proficient in customer service techniques, including crisis management
You should demonstrate flexibility
You must be familiar with the IT environment
You should be proficient in Service Level Agreements
Specific standards associated with the IT practitioner and the business current roles. Examples: health and safety standards, service desk procedures, corporate quality and change management processes, ITIL, etc.
Proficient in Continuity Planning, methods and techniques for risk management, business impact analysis, countermeasures and contingency arrangements relating to the serious disruption of IT services. Examples: weather/storm events, work management outage events.
Ability and experience in transforming relationships from Supplier to Partner
Contract: 3 – 6 months
Salary: Circa £400/pd