Company Description
Sopra Banking Software works with more than 1,500 banks, building societies and specialized finance providers across more than 80 countries worldwide. We help them to develop, deliver and operationalise their digital transformation strategies. Using our suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.
Job Description
Sopra Banking Software UK are delighted to be recruiting for a Customer Service Manager to deliver excellence to our customers and augment our existing enthusiastic team.
The Customer Service Manager will be working within the Customer Success team. This UK role is to ensure our Sopra teams deliver, and you enhance the customer experience.
We are looking for an innovative and entrepreneurial approach, and the successful addition to our team should be passionate about our customers.
The ideal candidate will have excellent customer facing skills and be full of energy and proactivity to drive engagement on our software to ensure success for our customers and their business.
The role will expose the successful Customer Service Manager to working with key stakeholders within our expanding blue chip customer base, to deliver the high-quality services that Sopra Banking Software strives for.
The successful candidate will be responsible for:
· Conducting regular service reviews at customer sites.
· Ensuring our support services teams deliver to our customers in accordance with our contractual commitments, to ultimately exceed customer expectations.
· Proactively manage issues and risks to avoid customer complaints, and escalations
· Continually monitor performance on behalf of the customers against formal and informal SLA/XLA, and take action to prevent and correct non-performance
· To conduct monthly profitability reviews of customers.
· Adopt the appropriate methods and processes of Sopra Banking Software.
· Work with others to improve quality across the company.
· Discussion of Service review reports and root cause analyses following closure of incidents.
Qualifications
We are interested in hearing from you, if you have most of the following attributes:
- A track record of driving customer success, while fostering and driving a culture of customer-centricity.
- Excellent organising and time management skills.
- Proven success in working to Service or Experience Level Agreements ideally within a Service Delivery organisation.
- Experience within the fields of problem and change management. (preferable)
- Willing to work flexibly, responding to service issues when they occur.
- ITIL qualified preferable
The successful candidate will have experience of:
- Conducting service reviews and delivering service reporting
- Maintaining and developing customer relationships
- Able to work to tight deadlines under pressure.
- Effective communicator (written and verbal, including presenting)
- Willing to travel periodically to meet clients
- Positive attitude
If you do not have all of the above experience or skills we would still like to hear from you.
As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straight forward credit check for CCJ’s, bankruptcy and a criminal record check, however if you wish to know more about what is or is not acceptable please ask our recruitment team.
Additional Information
Sopra Banking Software are a certified Great Place to Work!
We offer flexible – hybrid working model of 2 days in office and 3 days working from home. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working.
By joining the Sopra Banking Software team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including 25 days holiday with an option to buy up to 5 more, a 6% employer pension contribution, a buy one get one free employee share scheme, private medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.
We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department.
Salary range for this role is circa £45,000 per annum
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
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