Customer Support Manager - North

Reporting To: Head of Customer Support

Location: Field based national role; requires regular travel to client sites

Role Overview:

The role involves ownership of service improvement, recovery and assurance for corporate/strategic customers.

It will be aligned to a group of customers based on geography where the main operational centre(s) is/are, but requiring national travel. Working with corporate/public sector account managers/directors on service delivery performance improvement, recovery or assurance, issue resolution including service management. You will look to drive continual service improvement and customer satisfaction, as well as playing a key role in ensuring the highest level of operational service delivery.

There is a requirement to liaise with internal operational departments to ensure service for customers is managed, and areas of improvement and or initiatives are driven through the business.

Key Responsibilities:

Service assurance:

  • Working with customer and internal departments, and manage with the Projects and Transition teams to ensure successful on-boarding of new customers, or re-boarding of renewals for existing customers.
  • Manage the creation of the Operations Manual to deliver an exceptional on-boarding experience.
  • Oversee account setup, creation and user adoption during first 90 days of relationship.
  • Working with the Heads of Contracts and Product Management to ensure end of contract management cost recovery is maximised and spend minimised.

Service improvement:

  • Working with stakeholder functions (customer and internal), facilitate and take the lead in identifying operational service improvements, and reducing the cost of support across a customer or portfolio of accounts.
  • Work with the Account Managers/Directors to review Customer Satisfaction measurement and feedback, and translate into CSI initiatives.
  • Focus on best practice, process and service improvement, challenging the way we do things.

Service Recovery:

  • Managing customer-specific Service Improvement plans, and/or departmental multi-customer Improvement Plans.
  • Continual update and improvement of Operations Manuals during the life of the contract.
  • Investigate and solve customers’ problems relating to areas such as billing, consumables, and other escalations, which may be complex or long-standing problems relating to specific processes or devices.
  • Resolving technical or consumable escalations.
  • Ensuring operations teams are aware of changes and prepared.
  • Pulling in additional resource when needed e.g. specialist teams or people for specific issues/opportunities, such as office moves or software queries.

Skills and Behaviours:

  • At least 3 years’ experience in a fast-moving, customer focused B2B organisation.
  • Extensive experience of working with the client and operations teams to identify and manage service improvement activities.
  • Managing additional resources when needed e.g. specialist teams, or people for specific issues/opportunities, such as office moves or software queries.
  • Demonstrable experience of leading implementation and change.
  • Outstanding relationship management communication and negotiation skills at all levels.