Customer Services Manager

Salary: £42,000 – £48,000 per year

The Service Delivery Manager is responsible for ensuring that all processes and systems that support the customer journey (end-to-end) are streamlined and fit for purpose, thereby ensuring a great customer experience. The role holder will manage the on boarding process for new M2 customers, as well as the transitioning of customer service delivery and SCC DS support processes from the UK team to Romania and the ongoing capacity management across these teams. They will also take the lead in delivering appropriate training and development in support of excellent customer service delivery, and support the service relationship management of the most prestigious regional customers.

Key Responsibilities:

•Manage the processes and transitions between UK and Romania for all activities

•Implement, measure and evolve KPI performance metrics across UK and Romanian Teams identifying areas of improvement and acting on them

•Monitor work capacity within Romania and identify future requirements whether this be headcount, systems, training or process re-engineering

•Document in detail all current service department processes and manage and maintain the process library moving forward

•Drive continuous business improvement through the Service Improvement Scheme

•Manage Customer Implementation activity in line with customer on boarding processes and project deliverables

•Create and deliver the Service Department development road map including holding regular departmental and cross functional improvement forums

•Working with the other customer service managers identify training and development needs across the service teams and deliver the relevant training solution

•Work closely with Ops Manager and SDM in Romania to discuss performance and improvement plans

People/Team Management 

-Proactively contribute to the development of the service department teams

Person specification

Essential skills: 

•Previous call centre experience in a B2B environment, ideally involving some off shore presence

•Excellent communication skills, at both a customer and colleague level

•Previous change management experience and ability to establish a continual improvement programme

•Excellent customer focus

•Strong in people management and development

•Excellent Organisational skills 

•Strong stakeholder management

•Experience of managing a diverse workload.

•Delivery of Training through formal courses or coaching methods

•Customer on boarding

•Strong product and industry knowledge

Desirable skills: 

•Managed Print experience

•Lean Six Sigma/Prince 2 or other similar qualification

•Previous experience in a managed print environment.

Competencies:

•Commitment to process improvement and change

•Relationship Building and Networking

•Organisation and Planning

•Drive Pace and resilience

•Customer Focus

•Collaborating and Partnering

•Problem Solving

•Decision Making and Judgement

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