Customer Support Manager (Telecoms) - London - £260-300/day - 9 month contract

Posted 5 February by TechNET IT

Customer Support Manager (Telecoms) - London - £260-300/day - 9 month contract

The Customer Support Management team is responsible for the management of a portfolio of customers with the objective of improving customer satisfaction to drive better customer retention and maximise revenue opportunities.

Key Skills

  • Preferably telecoms experience / exposure
  • Service Management background - Evidence of having held previous roles in this capacity (The calibre of candidate we require dictates this)
  • Familiarity with all / some of the following products - Voice, Data, IP, Security, UCC, CDN, Professional Services
  • Relationship management
  • Customer facing
  • Contractual alignment / discipline
  • ITIL
  • Communication skills - Peer level to Senior Management / Exec
  • Ability to work as a key member of an established Service Management team
  • Understanding of / exposure to a Professional Services environment would be ideal, but not critical.

Duties and Responsibilities

  • To be the Customer Advocate - Responsible for championing the 'Customer service Experience' of client
  • Ensure that the contracted services are provided in accordance with service level agreement.
  • Attend and chair Service Review meetings with customers and document meeting actions.
  • Document and Maintain Customer Information Guides for customers
  • Provision of customer reporting in accordance with service levels
  • Responsible for ensuring routine Service Performance & Reason for Outage reports are produced & delivered to customers in accordance with Service levels and customer requirement
  • Responsible for handling customer disputes and complaints and ensuring that suitable response is forthcoming and appropriate to customer requirement
  • Escalate any Operational issues where they may not be being resolved to Customer satisfaction.
  • Ownership of Service Improvement Plan and the tracking and reporting on progress against the SIP to the client and internal executive sponsors
  • Continuous Improvement - Proactively work with the Problem Management Team and other internal departments to identify trends and improvements in services for customer experience.
  • Manage the development of customer relationships with internal operations so that processes are understood between the two companies.
  • Responsible for customer training on internal Portal and upkeep of customer accounts.
  • Responsible for raising, monitoring and management of Credit and Debt on accounts
  • Work with billing and credit control to ensure credits are raised timely and accurately, Minimising where relevant service credit payments.
  • In conjunction with Credit Control work with the customer to ensure that contracted payment terms are adhered to.
  • Identify opportunities for account development and revenue growth within the account
  • Build excellent relationships with customers to optimise potential of account development
  • Produce internal management reports to track account status and issues
  • Raise cease orders when required
  • Monitor the accuracy of customer inventory through internal portal. Compile and review bespoke customer inventory in line with contract and /or PS engagement where required
  • Attend ad-hoc customer meetings as and when required in accordance with contract / customer requirements
  • Develop Customer processes to enhance working practices
  • Where applicable work on customer site to enhance customer relationship.

Required skills

  • Customer Support
  • Service Delivery
  • Service Management
  • Telecommunications
  • Telecoms

Reference: 34401327

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