idibu Middleware Test Company
Client Services Manager
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My Recruitment UK are delighted to be recruiting for our client a Customer Service Manager to deliver excellence to our customers and augment their existing enthusiastic team working in the Sheffield office, with hybrid working.
Reporting into the Head of Customer Experience, the Customer Service Manager will be working within the Customer Success team. This UK role is to ensure our clients teams deliver, and you enhance the customer experience.
We are looking for an innovative and entrepreneurial approach, and the successful addition to the team should be passionate about customers.
The ideal candidate will have excellent customer facing skills and be full of energy and proactivity to drive engagement on the software to ensure success for the customers and their business.
Salary:
£48’000 to £50’000 per annum
Customer Service Manager Duties:
- 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
- Work with others to improve quality across the company.
- Discussion of Service review reports and root cause analyses following closure of incidents.
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Customer Service Manager Requirements:
- 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
- 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
Customer Service Manager Benefits:
- Competitive salary
- 6% pension contribution
- Employee share scheme (buy one get one free)
- An option to buy or sell holiday days
- Medical insurance
- Critical illness cover
- A health cash plan
- We offer flexible working arrangements to all employees
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About the Company:
Our client works with banks, building societies and other financial services institutions across the world. They help them to develop, deliver and operationalise their digital transformation strategies. Using a suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.
If you think you are suitable for this Customer Service Manager role, please apply now!
At My Recruitment UK Software, you can come as you are. We embrace diversity in all its forms. We’re committed to fostering a work environment that is inclusive and respectful of all differences, we value diversity at our company and do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status. All personal information will be treated as confidential according to the Employment Equality act.
As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straightforward 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.
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