Company Description
Who are we?
We’ve been providing high quality end-to-end IT solutions since 2001 and are now one of the largest providers of Communications and IT solutions in the UK. Think of us an extension to our customers’ IT departments, helping them to optimise their technology. We provide a wide range of solutions and services which makes us an ideal choice, regardless of where our customers stand in their digital journeys or the scale of their requirements. We are also 100% committed to building and maintaining exceptional relationships with our customers and strive to consistently improve and develop in all aspects of our business.
What’s it like to work for us?
We don’t just focus on our customers; we also spend time investing in our colleagues and aim to be as people centric as possible. We do this by fostering an inclusive and supportive culture where our colleagues feel valued and appreciated. In fact, in our most recent Colleague Engagement Survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication.
We care about our colleagues and strive to give them the support they need to be the best version of themselves. We ensure that work works for you by offering flexible working, hybrid/home-based working styles (where possible), holiday purchase schemes, health & wellbeing programs, free day of annual leave for birthdays and more.
Job Description
What’s on offer?
- Location: Home Based
- Salary: Up to £31,800 per annum
- Car Allowance: £5k per annum
- Contract Type: Permanent, Full Time
- Hours: 37.5 hours per week, Mon – Fri (8:30 – 17:00)
As our Service Manager you will provide a single point of communication and ownership to our Customers, driving resolution across Service issues whilst consistently providing a first-class service. You'll oversee the management of our customers’ contracts, making sure everything runs smoothly in all things service delivery. You will regularly catch up with our customers in Service Review meetings, diving into analysis and keeping track of what needs to be done. You’ll also create detailed Service Management Reports, pushing for better services, and keep a close eye on Customer Satisfaction.
Whenever there's a customer service issue, you're the go-to person for both external and internal contacts. You’ll work closely with Account Management, contributing to big-picture goals and making sure customers have an overall great experience. You will also regularly review profit and loss statements to ensure ongoing growth and retention.
As this is a home-based position, this is a great opportunity if you are seeking a healthy work-life balance. Hybrid working options are also available if you prefer a mix of home and office-based working.
Some of the key responsibilities include:
- Manage customer contracts, addressing gaps and risks in service delivery.
- Conduct regular Service Review meetings with customers for thorough analysis and action tracking.
- Deliver detailed Service Management Reports, drive Continual Service Improvement Plans, and monitor Customer Satisfaction.
- Serve as a point of escalation for customer service matters with both external and internal stakeholders.
- Collaborate with Account Management to achieve strategic goals and enhance customer experiences.
- Examine Profit and Loss statements for each customer to ensure contract profitability.
- Align with strategic objectives and KPIs for growth and retention, improving overall customer experience.
- Collaborate with internal and external stakeholders for customer-related activities.
- Provide and oversee Service Management-related business reports and forecasting for customers.
Qualifications
Preferred Skills & Experience
- Proven track record in customer-facing service management across multiple accounts.
- Experience in roles within the IT/Managed Service/Telecoms industry.
- ITSM experience with ServiceNow (or other service-related Ticket Management Systems)
Qualifications
- ITIL V4 Foundation (preferred)
- Full UK Driving License (required
Key Competencies
- Effective communicator and negotiator.
- Proven commercial acumen, including experience managing Profit and Loss.
- Exceptional written and verbal communication skills.
- Customer-focused with a commitment to delivering high satisfaction levels.
- Resilient in fast-paced environments.
- Self-motivated with strong prioritisation skills.
Additional Information
Did we mention the perks?
- Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
- Free Days – Free day of annual leave for birthdays and weddings.
- Daisy Grow and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
- Home or Hybrid Based Working, to ensure work WORKS for you!
- Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
- Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
- The Exchange – Online discount platform for more than 1,200 retailers.
Ready for the challenge? Apply today or contact our friendly Talent Acquisition Team for more information.
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