1 day ago

Customer Service Manager

Birmingham 45K - 55K Permanent

Job Reference: BBBH38341_1631699096

We are currently recruiting for a Service Delivery Manager / Customer Services Manager for a retail IT hardware company in Birmingham.
The Service Delivery Manager will be responsible for both the technical support team, customer service and field service operations.
The main aspects of this role are to manage and deliver customer SLA's, installation plans and projects and achieve customer service and service delivery requirements.
A key requirement of the role is to ensure efficient resource utilisation and aftermarket revenue generation. This includes chargeable customer projects, repairs, installations, spare parts, across the UK and International regions.

Duties and responsibilities:

  • Take overall responsibility for Customer Service, Service Delivery and Service Reporting.
  • To manage customer projects, roll out plans, project documentation and project delivery requirements.
  • Employ effective management skills to ensure customer requirements are managed efficiently, KPI's are reported, and SLAs are achieved.
  • Manage team recruitment, expenses, holidays, appraisals, performance, and training.
  • Define and deploy service improvement actions.
  • Develop customer focus & structure within the Service delivery team.
  • Liaise with internal departments to resolve customer issues and ensure the company are seen by customers as easy to work with.


Required Skills:

  • Have a proven background in either managing a customer service desk, technical support desk, service delivery or national service management. Although this position involves managing field engineers, experience of this is not essential.
  • Will have a clear track record in internal and external stakeholder management
  • Will be an advocate for the organisation and best practise


Package:

  • £45,000 - £55,000 basic salary
  • Company car
  • Company pension
  • 26 days holiday + bank holidays
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