Customer Service Manager - SC Cleared

CUSTOMER SERVICE MANAGER - CONTRACT - WILTSHIRE - GREAT RATES!

REQUIRED:

- Extensive experience as Customer service manager, SME in this area so can assist senior manager develop/set up team and function. Service Manager or business relationship manager background.
- Experience leading teams so can train/mentor. Service improvement knowledge is key. Experience of using recognised service management tools including service catalogues.
- Experience working for MOD/Gov body so understands the challenges.

PERSONAL TRAITS:

Excellent communication, both verbal and written. Excellent ability to develop good relationships with customers and work under pressure in a complex environment. Must be at a senior level where can mentor and coach senior staff and influence decisions

The successful candidate will be responsible for supporting the Senior Manager, setting up department and training, as well as:

- Mainly resolving customer issues. Translating customer issues into technical jargon for resolution.
- Leading, training, up-skilling, coaching and mentoring the Customer Services Team, in Service Catalogue and Request Fulfilment Management.
- Providing support, encouraging adoption of new SIAM processes and tools.
- Oversee the development of a service catalogue of available services.
- Working to implement operational Service Catalogue Management processes to maintain the new catalogue and supported by the introduction of robust Request Fulfilment Processes.
- Advise on approvals processes and workflows to ensure requests are approved and SLAs are met across the supply chain.
- Working to produce and distribution of KPI, SLA and usage reports relating to for services requested via the Service Catalogue.
- Ensure processes are in place to qualify that requests, provide relevant information as and when requested using the correct authorisation procedures and escalate any unresolved cases appropriately.
- Advise on continuous service improvements across the supply chain and the effectiveness in dealing with customers and users.
- Mentoring and delegating appropriate tasks where required.
- Providing liaison, interaction facilitation and escalation to/from the SIAM Design team.
- Providing support, encouraging adoption of new processes and tools.
- Receive customer feedback and manage responses.
- Stakeholder management of communication key customer, managing their expectations for service delivery.
- Ensures that own organisation continually improves its effectiveness in dealing with customers.
- Establishes means of improving service and relationships with customers.
- Handles complex or uncommon requests or complaints.
- Prepares statistics and reports.
- Qualify client requests, provide relevant information as and when requested using the correct authorisation procedures and escalate any unresolved cases appropriately.
- Manages the distribution and storing of standard (non)-complex reports relevant for services to clients.
- Monitors client services function and collects performance data.
- Assists with the specification, development, research and evaluation of client services standards.
- Applies these standards to resolve or escalate clients' service problems and gives technical briefings to staff members.

RECOMMEND A FRIEND:

If you have professional friends/colleagues who would be interested in one of our roles and our excellent levels of service too, we'd like to recognise your recommendations with a 'thank you' of our own. For every colleague you refer who then starts a role through Datasource either Contract or Permanent, we will send you £300!

You will be required to hold an SC security clearance.

Hit the 'Apply now' button to apply and to discuss this role further. We will be delighted to hear from you!

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