Service Manager - Billing and Operations My technical services client is looking for a manager to look after a team of circa 10 IT and Infrastructure engineers who perform moves, adds and changes in addition to a technical support function for our business clients. The manager should have also looked after a customer service function which handles queries around billing and should have the ability to set up a service desk from scratch. Working to ITIL processes and collaborating with the sales and finance functions to be able to create the customer journey from initial contact point to a timely resolution.
• Day to day operational management in excess of 12 engineers within technical support dealing with customer incidents and change requests in line with published SLAs
• Leading a team of 1 st to 3 rd line support engineers working with IT and infrastructure
• Leading and motivating the team leaders and frontline engineers to deliver an exceptional experience for our customers
• Working collaboratively within Customer Operations and the wider business, to drive continual improvement initiatives for future business growth.
• Ensuring that customers receive the highest quality of customer support, driving them to become promoters.
• Setting up a non -technical customer service desk from scratch eg billing queries Key Responsibilities
• Manage all customer cases to ensure the customer is totally satisfied and a positive relationship is maintained and developed.
• Ensure departmental KPI and customer SLAs are met.
• Manage the team's workflow based on observations, available management information and the knowledge of people's skills and capabilities to achieve an exceptional customer experience that always meets customers' expectations.
• Provide direction and focus, motivating the team.
• Meet performance targets for the support team.
• Review performance of support engineers, identifying training needs.
• Handle customer escalations and complaints.
• Ensure shifts are adequately staffed to meet demand.
• Ensure the engineers use best practice to diagnose and rectify customer incidents.
• Deliver continual improvement initiatives within the support function. Key Attributes
• Be able to develop a high performing team that delivers exceptional service and delivering departmental KPI and goals.
• A passion for delivering an exceptional customer experience and relish the challenge of coaching and developing the team to their full potential.
• Has ability to understand the detail and be able to use numbers to develop evidence-based change initiatives.
• Enjoys engaging with people and be used to lead and motive the team and will understand the key drivers of performance.
• Ability to make decisions in a confident and competent manner.
• Ability to prioritise, setting realistic targets and deadlines
• Has positive and impactful relationships with internal and external colleagues.
• Excellent listening and communication skills
• Resilient, self-motivated and able to work without close supervision.
• Responds and reacts positively to customer requests. This job was originally posted as www.cwjobs.co.uk/job/85738306