Customer Service Centre Manager

Ipsum Utilities Limited; Wakefield; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading utilities company seeks a Customer Service Centre Manager in Wakefield to manage key client contracts and ensure total ownership of customer satisfaction. Responsibilities include developing client relationships and managing subcontractors. The ideal candidate will have exceptional communication skills and experience in a commercial environment. This role provides support for career development, reflecting the company's commitment to its employees.

Benefits

Career support

Positive work environment

Qualifications

• Experience in a commercial, multi-divisional organisation and dealing with clients and supply chain.
• Management experience of complex work streams.
• Ability to build excellent working relationships.

Responsibilities

• Manage key client contracts and ensure customer satisfaction.
• Develop internal interfacing with Planning, Operations and Sales.
• Act as a focal point for key clients and contracts.

Skills

Exceptional communication skills

Organisational skills

Numeracy skills

Proactive mindset

Tools

MS Office suite

Job description

Overview

We have a fantastic opportunity to join our Team in Wakefield Private Networks Division as a Customer Service Centre Manager. You will be responsible for managing key client contracts as a single point of contact, including responsibility for financial performance and total ownership of customer satisfaction and monitoring of CSAT measurements and driving subsequent findings. You will be an ambassador in the Ipsum Way and Ipsum Values.

Responsibilities

• Develop opportunities, identifying remedial works, maintenance pull through works, project work and cross selling between Ipsum business units.
• Ensure client retention, including pricing for contract renewals to the appropriate price/margin, ensuring we receive renewed contracts and identify areas of contract scope growth.
• Develop internal interfacing with Planning, Operations and Sales, ensuring efficient and consistent client interface with clear communication lines.
• Manage subcontractors and suppliers, ensuring they work in accordance with the Ipsum Way and Ipsum Values.
• Schedule works in a professional and efficient manner with Ipsum's planning, operations and projects teams, in compliance with Health and Safety legalisations, and identify potential issues before they become issues with appropriate control measures and client involvement.
• Act as a focal point for Managing Key Client and Key Contracts; streamline communications and ensure a consistent Ipsum approach; be responsible and accountable for contract financial performance and for ensuring prices and margins are monitored and controlled.
• Take complete ownership of customer satisfaction and client retention; monitor CSAT, review findings and implement actions from CSAT findings; identify sales opportunities through site visits, maintenance & inspection reports and client width of wallet for OPEX/CAPEX plans.
• Ensure efficient delivery of existing contracts to maintain client satisfaction and sound commercial performance; consult and collaborate with Maintenance and Projects Sales teams for strategy and pricing of maintenance renewal contracts, and for pricing remedial, pull through and project works resulting from maintenance contracts.
• Be the focal point when working with Ipsum Operations, Planners, Projects, Sales, Finance & Commercial to ensure a smooth and consistent approach and communications with clients.
• Work with Planning and Projects teams to schedule works efficiently with adequate and competent resources; ensure all reports are issued in a timely manner; work with specialist subcontractors to perform to Ipsum standards and follow the Ipsum Way.
• Consult with Planning, Operations and Projects teams to define requirements, scope, and objectives; ensure evolving work still adheres to client requirements.
• Ensure tasks are planned and completed within client target response SLA while balancing achievement and cost implications; maintain resource coverage and identify labour gaps with Operations teams.
• Ensure Ipsum activities comply with statutory legal requirements and understand the commercial requirements and deliverables of the contract; attend meetings as necessary to ensure customer satisfaction, client relationship management, scope and tender definition, and Ipsum business development and sales pipeline.
• Accountable for resource utilization and productivity on the contract; report to the operations team; participate in periodic meetings to address resourcing and utilisation; work with planning to minimize non-productive time.
• Experience of operating in a commercial, multi-divisional organisation and dealing with clients and supply chain; previous experience in management of complex work streams; exceptional communication skills and a proactive mindset.
• Maintain a warm, professional, confident manner and remain calm under pressure; communicate with internal and external parties; take personal pride in making improvements.
• Be highly organised with excellent numeracy skills; possess good organisational, presentation and punctuality skills; have a good understanding of MS Office suite.

Qualifications and Qualities

• Experience operating in a commercial, multi-divisional organisation and dealing with clients and supply chain.
• Previous experience in management of complex work streams.
• Exceptional communication skills and a strong sense of initiative; ability to build excellent working relationships with a positive and proactive mindset.
• A warm, professional, and confident manner; ability to remain calm under pressure and communicate with internal and external parties.
• Takes a personal pride in making improvements; highly organised with numeracy skills; good organisational, presentation and punctuality skills; good understanding of MS Office suite.

What’s in it for you

We believe in looking after our people, and it shows. When you join Ipsum, you're not just taking a job - you're starting a career with real support behind it.