Service Manager - Contact Centre Technology

LB140318 | Permanent | The South | 55K - 60K Circa
Competitive Company Benefits


Overview

Covering southern regions, the Service Manager will be responsible for driving and delivering high standard of service to enterprise contact centre accounts. Whilst taking ownership of all contract services, the Service Manager will be the primary contact for all incidents and service related matters. As well as taking responsibility for customer satisfaction, the Service Manager will establish and maintain strong working relationship with both internal and external stakeholders. The ideal Candidate will have proven experience within a similar role, working with blue chip clients and will demonstrate strong knowledge of the contact centre environment and its' market trends.


Responsibilities & Requirements

  Responsibilities

  • Work in line with ITIL standards and requirements and ensure exceptional service is provided.
  • Provide hands on assistance with designing and implementing service delivery improvements on assigned accounts.
  • Ensure high standard of customer experience by managing efficient transition process for all Solution Deliveries.
  • Carry out crucial account planning and ensure customers are fully updated throughout the delivery cycle.
  • Review existing procedures and design, implement effective working methods when shortfalls are identified.
  • Responsible for negotiating and managing contract renewals.
  • Ensure that all outstanding commercial / contractual matters are resolved.
  • Provide hands on leadership when dealing with problem and escalation management.
  • Thrive to understand and meet customer requirements.
  • Effectively manage all assigned P&Ls and Contracts to drive profitability.
  • Support commercial and sales teams and take part in consultative up selling and business development opportunities.
  • Lead and drive timely conference calls, service and business appraisals.
  • Take full ownership of the successful resolutions of all incidents and escalations.
  • Carry out accurate and timely invoicing and debt management.
  • Demonstrate exceptional and motivational behaviours at all times and represent the company in a professional manner.

 

Requirements

  • Proven experience in a similar role within a customer facing environment.
  • Outstanding people and relationship management skills.
  • Strong customer service skills with the proven ability to work towards SLAs.
  • Previous experience of escalation management.
  • Strong knowledge of customer service and contact centre industries and trends would be a plus.
  • Demonstrable knowledge of delivering service to enterprise contact centre clients.
  • Strong English language skills both verbal and written.
  • The ability and experience of producing concise and detailed documents.
  • The ability of developing strong client relationships.
  • Strong business acumen with in depth market knowledge.
  • Highly organized with strong focus on enforcing internal policies and procedures.
  • The ability to work as part of a team and lead when required.
  • Strong working knowledge of ITIL framework.
  • Understanding of service delivery within a managed service environment.
  • Demonstrable knowledge and familiarity with contact centre infrastructure and settings.
  • Previous project and account management experience would be desirable.
  • Understanding of AVAYA Aura and AVAYA Multichannel would be highly advantageous.

 



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Posted by

Lauren Beedon

Position: Recruitment Director


  • Tel: +44 (0)115 838 9492
  • lauren.b@fullbrookconsulting.com

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