Client Service Manager

Posted 21 March by Mottram Search Limited Ending soon

Our client is a Contact Centre Technology Solutions Provider known for their dedication in providing excellent customer service by being innovative and to achieve this, they require a Client Service Manager. The client uses partnerships with Avaya / Verint as part of their solution so knowledge of these platoforms is highly desirable.

As the Service Manager, you will be responsible for delivering service management to a high standard across several allocated accounts, whilst maintaining a close oversight of any project delivery activities to ensure that all services and projects are delivered consistently and to an acceptable quality. Furthermore, you are accountable for all contracted services and will be the first point of contact for all service related issues and escalations, taking ownership and working with internal operational teams and external third-party vendors to reach a successful conclusion.

The role is homebased with travel to offices in Glasgow and London as well as client sites when required

  • Main Duties:
  • Lead and champion industry best practice service management standards and processes with consistent application, underpinned by an ITIL service framework
  • Builds and maintains effective long-term relationships and a high level of satisfaction with key stakeholders at multiple levels within assigned customer accounts
  • Build and maintain relationships with internal stakeholders to support customer relationship, ensuring that appropriate communication occurs among and between all constituency groups.
  • Champion and promote continuous service improvement on an ongoing basis to continually improve quality, customer satisfaction and client retention via close engagement with the Head of Customer Experience to identify and implement CX initiatives
  • Design, collate and maintain full operational and business knowledge of assigned accounts which will include account plans in conjunction with the commercial team
  • Chair monthly service review and quarterly business review meetings. Lead all aspects of escalation management until successfully concluded
  • Support the transition management process of projects from Solutions Delivery into support by collaborating with commercial, project and support stakeholders to ensure a smooth migration and positive customer experience
  • Contract governance and P&L management of assigned customer base including all aspects of commercial acumen
  • Understands customers strategy and business drivers and working closely with the wider presales and commercial team, provides a consultative approach to progress all upsell and cross-sell opportunities
  • Challenge standard processes and procedures to ensure effective and seek to identify more innovative ways of working
  • Understand the customers' requirements and Critical Success Factors from their perspective
  • Act as a brand ambassador by exhibiting positive behaviours at every opportunity
  • Demonstrate proactive leadership and ownership during Major Incidents, Problem analysis
  • Lead contract renewal negotiations
  • Resolve any on-going contractual/commercial issues
  • Ensure accuracy of monthly invoicing and aged debt

Required skills, experience & knowledge

  • Demonstrable experience within a similar role within a demanding customer focused environment with blue chip clients, with proven capability and experience as a service manager working with clients on site
  • Excellent interpersonal skills with the ability to develop operational relationships with the customer and demonstrate the right level of empathy and understanding
  • Excellent customer service skills with previous experience in managing SLA's and proven escalation handling techniques
  • Excellent written and verbal communication skills and versed in the art of explaining issues clearly and in detail
  • Strong ability to quickly build rapport with multi divisional staff to achieve desired outcomes
  • Has a complete understanding of business, financials, products/ services, the market and the needs/ challenges of assigned accounts
  • Strong organisational skills, complies with and enforces standard policies and procedures. Suggests areas for improvement in internal processes along with possible solutions
  • Stakeholder and relationship experience working with peer groups, a strong team player with the ability to influence and lead multi-disciplined teams
  • Ability to act under own initiative with a determined "can-do" approach
  • Demonstrable knowledge and exposure to delivering a support services/ managed service to a large contact centre environment.
  • Demonstrable technical knowledge of contact centre applications and infrastructure.
  • Excellent working knowledge of the ITIL framework in a managed service environment.

Desirable skills, experience & knowledge

  • Project management skills and experience
  • Commercial account management skills
  • Knowledge of the Customer Service/Contact Centre industry
  • Voice Self Service and Proactive Outreach MI data processing and reporting analysis
  • Knowledge of SIP and ISDN telephony infrastructures
  • Knowledge of AVAYA Aura core telephony environments
  • Knowledge of AVAYA Multichannel environments
  • Familiarity with software deployment methodologies
  • Experience of working with and managing 3rd party vendors
  • Application and solution troubleshooting experience
  • Contact Centre industry trends, both operational and technical
  • Ideally educated to degree level in computer or mathematics related subject

Excellent Benefits including a car allowance

Required skills

  • Client Services
  • Contact Centre
  • Telephony
  • Avaya
  • Stakeholder manangement

Application questions

Experience within a similar role within a demanding customer focused environment with?
Have you been exposed to delivering a support services/ managed service to a large contact centre?

Reference: 34692174

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