Customer Service Executive

Cennox Ltd; Leeds; On-site; GBP 28,000 - 36,000; Full time

Job summary

Cennox Ltd is seeking a Customer Service Executive to oversee the service delivery for nominated customers in Leeds. The role focuses on ensuring SLA adherence, managing service transitions, and accurate data management.

The CSE will support Sales and Service Delivery teams, track performance, and prepare MI to demonstrate delivery against targets. Strong Excel and CRM experience are desirable for efficient issue resolution and reporting.

Qualifications

• Experience monitoring service delivery and performance
• Ability to manage issues across multiple stakeholders
• Strong data interpretation and reporting skills
• Proactive communication with customers and internal teams

Responsibilities

• Monitor day-to-day delivery of services and performance.
• Manage customer service delivery issues through to resolution.
• Update setup of new services and conduct service transition.
• Proactively notify customers of potential issues and provide regular updates.
• Produce timely management information to demonstrate delivery performance.
• Ensure core data (addresses, equipment lists) are accurate.
• Own monthly billing reports and support invoicing.
• Attend and support service/account meetings.

Skills

Microsoft Office

Advanced Excel

CRM systems

Attention to detail

Job description

The Customer Service Executive (CSE) will be responsible for managing all Service Request Processes for their nominated customer(s) and be fully accountable for ensuring process adherence and the applicable SLAs/KPIs are achieved. The CSE will provide key account support to the Service Delivery Management and Sales Account teams on the nominated contracts. Role Responsibility

• To monitor the day-to-day delivery of our services ensuring the highest levels of performance are achieved, including management of any sub-contractors and internal stakeholders.
• To manage any customer(s) specific service delivery issues, through to resolution using a variety of systems to track and record the actions.
• To monitor and update the set-up of all new services for nominated customer(s), including service transition, third-party engagement etc. to minimise the impact to business as usual (BAU) performance and ensure early achievement of contracted service levels.
• To proactively notify nominated customer(s) of potential issues that will impact on service performance and regular update these clients on call status.
• To support production of accurate and timely MI (management information) to demonstrate delivery performance to nominated customer(s) and to ensure effective management of performance levels (including sub-contractors' performance)
• To ensure 'core data' (e.g., site addresses, equipment list etc. for nominated customers is updated to reflect accurate customer estate sizes and profiles.
• To manage our chargeable activities maximising any potential incremental revenue generation.
• To own and produce the monthly billing reports, allowing the accurate creation of customer invoices.
• To complete additional ad hoc project work, as required.
• To attend and support the Service/Account teams at various customer meetings.
• Experience of working with Retail/Banking Customers in an operational service delivery environment.
• Experience in working within a Customer Service Environment used to CRM processes.
• Proficient user of Microsoft Office suite, with advanced Excel skills desirable.
• Attention to detail is a must as a large proportion of time will be sent interpreting data.

Desirable

• An understanding of Self-Service devices.