Title:

Customer Service Manager

Location:

Surrey

Salary:

GBP 57,000 to GBP 65,000 per year (Package GBP 65K plus bens)

Description:

Position SummaryThe Manager, Customer Service, is responsible for Service Partner development, Customer Satisfaction and the developmentof innovative service offerings and in addition managing the delivery of service to customers with a high level ofcustomer satisfaction through onsite services to our customers across EMEA.Principal Duties1. Define Service Partner requirements2. Work with Service Partners and our Clients staff to ensure that Service Partners are ready to take on and deliver onresponsibilities3. Develop a suite of innovative service offerings that the market place will see value in and ensure that recommendationis made on how to fund these offering sin a profitable manner4. Maximise Service Revenue through correct pricing for MACs and for Hourly Service5. Manage through team leaders staff within Customer Service.6. Appraise, coach and discipline where necessary7. Grow current service staff to take on addition higher level skilled tasks whilst Service Partners address onsiteactivity8. Ensure that development plans are in place for all members of Customer Service.9. Ensure that Customer Service is ready to service new products as they are made available to sales10. Ensure that service commitments to customer are achieved. A high level of customer satisfaction is required in allinteractions11. Lead and take part where appropriate Customer Service Management Reviews and take appropriate actions12. Actively take part in cross functional activity with Sales, Pre-Sales, Project Management and the Product Houses13. Manage to the defined budget and help to build budget requirements where necessary14. Ensure that methods utilised within Customer Service are in line with our QMS, EMS, Security and Health and SafetyPolicies.15. Communicate issues in a timely manner16. Work as part of the Clients overall team and to regularly communicate with other groups within their Company.Leadership ResponsibilityThe Manager, Customer Service, has direct line management responsibility.Knowledge & Skill Requirements1. Demonstrate the ability to lead a team of individuals2. Minimum of 5 years experience in Service Management3. Demonstrable use of an industry recognised ITIL methodology.4. Have the ability to liaise with the customer at all levels from Director level to Project team.5. Good written and verbal communication skills6. Good presentation skills7. Be able to follow process but to remain flexible in achieving project objectivesPhysical RequirementsThe Manager, Customer Service, will be either office or home based will be expected to travel both in the UK and acrossinternational boundaries. Must be able to drive and hold a clean driving licence.Working ConditionsThe Manager, Customer Service, role may involve working some unsociable hours. Core working hours are 0900 1730 (oncustomer site) with 1-hour lunch.