An exciting new opportunity has arisen for a
CUSTOMER RELATIONSHIP MANAGER
JOB REFERENCE NUMBER. JB1102CH
SALARY. £20K - £25K + BENEFITS
LOCATION. HAMPSHIRE
POSITION. 2
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JOB DESCRIPTION
To build the reputation of the company through the leadership of the service management desk. Maintenance of defined customer’s teams’ performance and the upkeep of the desks targets in line with the companies goals. The customer relationship manager will drive performance of the team inline with the directives of the Operations Manager. The Customer Relationship Manager will grow and develop the relationship with the valued customers and ensure that all their operational requirements are being met. Using continually honed improvements the individual will drive efficiency to the customer by identifying areas of development that will retain the customer and grow revenue.
MAIN DUTIES
Manage Customers:
• To manage the day to day account activities of the customer and be proactive to the change of circumstances that may occur operationally.
• To manage performance of the service delivered to the customer and highlight operational defects that impact services.
• Ensure that business measures are developed for the customer and that these are regularly reviewed to demonstrate continuous performance improvements.
• To be available for escalations to the customer where service falls below an acceptable level.
• To monitor and report on customer experience throughout the company environment and develop new programs to increase or enhance this.
• To ensure that new customer documentation is conducive to the operational environment and that customer is able to navigate around our support infrastructure.
• To measure customer satisfaction.
Manage People:
• To direct operational resource to participate in service improvement programs that are specifically engineered by customer requirements.
Manage Process:
• Implement and maintain departmental and operational processes to meet the requirements of our customers and improve the quality of service delivered.
• To ensure that all departmental processes are complete and up to date in order that customers have the ability to have a defined and controlled environment that minimizes ambiguity and enhances performance.
• To fully contribute into the end to end delivery of products and system that impacts the customer experience.
• To lead process improvements within third party and internal departments where deficient or inadequate documentation of local work instructions exist.
• Maintain a service management methodology that is consistent with the industry and deploy this across the company.
Manage Reporting:
• To ensure that existing work flow methods are captured and reported upon so that quality measures can be published to the customer
• To ensure that information relating to the network and operational performance is published in a timely fashion.
• Ensure all performance metric reports are available and updated each month.
• Via the output from the measures, the customer service manager will make informed decisions to adjust work flow accordingly to prevent and decrease in operational performance
• Design new reports that capture new technologies within the company.
KEY RESPONSIBILITIES
• Ensuring management reports are available to accurately represent service assurance performance.
• Maintaining records within the department to ensure a robust audit trail is available for both internal and external customers
• Delivering a first class customer experience to new and existing customers.
• Developing relationships with internal departments
• Producing strategies that will enhance the profitability of the customer base and the company
• Being an active contributor to the operational environment and participating in the long term goals for the business.
EXPERIENCE
• Excellent skills in customer service, keen to offer exceptional levels of service
• Experience working within a technical environment within the telecommunication industry
• Previous experience in process engineering and the management of local work instructions.
• Ability to work closely with customers on and off site to create Improvement initiatives that will enhance profitability for the customer
• Experience in analysing data and producing statistics and chart information that can demonstrate the customer performance and trend analysis
KNOWLEDGE
• Will have some knowledge of the telecommunications/internet ISP industry
• Will have worked for another telecommunications/internet company.
• Will have experience in a call centre environment
• Previous experience working within a service management function
KEY COMPETENCIES
• Strong customer focus
• Professional telephone manner
• Good verbal communication skills - both listening & being able to clearly explain often complex technical issues
• Good written communication skills
• Excellent personnel management skills
• Able to work as part of a team and able to build strong links with other departments within the company
• Proactive and flexible approach to work
• Good organiser both of self & of workload, ensuring the customer receives regular progress updates where required
• Computer literate (MS office suites etc)
• Working knowledge of DSL technologies and inter networking
• Adaptable to change
• Patience and tenacity, dealing with customers at their level, identifying creative solutions where applicable to meet/exceed customer expectations
• Ability to plan the working day to ensure deadlines are met
• Able to take over workloads of others in the team where required
• Self starter, showing an ability to work using own initiative
• Ability to take responsibility for development of own skills and knowledge/quick learner
• To lead the team by example of how to own, manage and resolve customer issues
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