Service Manager - Exeter

Ref: 184 Date Posted: Tuesday 09 Aug 2022
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Service Manager

Location: Exeter EX2 7JF

Salary Up to £35,000

Working Hours 8.45 – 5.30 Monday to Friday - Flexible working from Home 

This Service Manager role is to support a selection of clients with all customer issues.

To be successful in this role you will have good account management skills and an understanding of telecommunications and / or IT.

You will be responsible for running new projects for clients, handling service escalations, and carrying out regular service reviews.

You will also take responsibility for delivering data when required about each account you manage, not only to the client but also to the management team.

 

Principal Responsibilities/Duties

• Manage and lead end-to-end telephony/I.T. operations lifecycle

• Lead and motivate our service teams towards the best performance for our customer operations

• Represent Focus Group as the “face to the customer” in charge of the main communication flows with the customer

• Monitor the service level provided to the customer, being ready to influence the daily operation so necessary results are achieved

• Oversee the overall performance of all service teams that interface with the customer operation, being able to influence and direct their work

• towards customer satisfaction

• Gather constant customer feedback and monitor the level of satisfaction making sure customer perceptions are well aligned with our own

• Look for continuous ways of improving the overall operation, by recommending, negotiating and implementing the necessary action plans

• Articulate all the change initiatives, by actively participating on the planning and deployment during all change processes

• Identify new business opportunities to our company by leveraging the long term strategy with our customers.

 

 

 

 

 

 

Previous experience

• Specifically supporting software/hardware deployment operations

• Experience in customer relationship management and service level management

• Good experience of handling service escalations and working as part of a virtual

• team

• General comprehension of telephony and IT technologies

• Familiarity with ITIL framework – particularly incident management, change

• requests, problem management and service/help desk operations

• Experience working with large customer accounts as a service manager or related

• function

 

Essential Skills

• Excellent customer service skills

• Team-oriented

• Oral and written communication skills

• Stakeholder management

• Negotiation