Customer Support Manager Maternity Cover (Circa 12 months)
Title
Customer Support Manager Maternity Cover (Circa 12 months)
Salary
Salary is negotiable dependent on experience.
Hours
9am – 5.30pm (Mon – Thurs),
9am – 5pm (Fri)
Contract
Temporary
Location
SCC document service
This role includes national travel
About us
Our CSM’s are responsible for working across a variable number of accounts to co-coordinate the delivery of services into Key, Corporate and Public Sector customers.

The key responsibility of the CSM is issue resolution including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
Expectations
Role Success Criteria

• Working with Customer and Internal Departments, manage with the Projects and Transition teams to ensure successful on boarding of new customers or “Reboarding” of renewals for existing customers - oversee the creation of the Operations Manual to include service desk, billing, IMAC’s, asset management, to deliver an exceptional on-boarding experience
• Oversee account setup and creation and user adoption during first 90 days of relationship
• Working with stakeholder functions (Customer and internal) to facilitate and take the lead in identifying operational service improvements and reducing the cost of support across a customer or portfolio of accounts
• Own the customer satisfaction and loyalty rating improvement year on year using quarterly/annual surveys and service improvement plans. Translate into CSI initiatives, managing customer specific Service Improvement plans and/or departmental multi customer Improvement Plans. This will be working with the SCC SDM where applicable
• Manage the continual update and improvement of Operations Manuals during the life of the contract
• Working with the Heads of Contracts to ensure End of Contract Management cost recovery is maximised and spend minimised
• Investigate and solve customers' complex and long standing issues relating to areas such as billing, consumables, and other escalations
• Manage and own the customer governance plan. Present and deliver the operational and customer MI in line with contractual timelines
• Ensuring operations teams are aware of changes and are prepared
• Communicating across organisational boundaries – from technicians through to senior managers
• Assist other departments within the business when demand required ie billing, projects
• 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
Requirements
• At least 3 years’ experience in a fast moving customer focused B2B organisation
• Exceptional abilities with leading implementation and change
• Outstanding relationship management communication and negotiation skills
• Excellent IT skills (Microsoft Word, Excel, Powerpoint, Outlook)
• A levels desirable