Customer Service Manager

Advanced Resource Managers; Twickenham; On-site; GBP 45,000 - 60,000; Full time

Job summary

A market leading Public Safety organization in South-West London is seeking an experienced Customer Service Manager. In this role, you will oversee daily service operations and ensure exceptional customer support. Responsibilities include managing service delivery, acting as an escalation point during incidents, and driving continuous improvement efforts. Ideal candidates will have a strong background in service delivery management, change management, and ITIL practices. This position offers the chance to work in a supportive and diverse environment.

Qualifications

• Proven experience in service delivery management within an enterprise environment.
• Strong background in managing change requests and change management activities.
• Experience working in an ITIL Service Organisation.

Responsibilities

• Manage the day-to-day service operations and ensure delivery meets customer expectations.
• Act as escalation point for service-impacting incidents.
• Drive Service Review meetings and manage customer satisfaction.

Skills

Service Delivery Management

Change Management

Customer Service Focus

ITIL Knowledge

Technical Know-how in Service Sector

Relationship Building

Organizational Skills

Education

ITIL Foundation or higher accreditation

Tools

Microsoft Operating Platforms

Linux

Cloud-based Services

Job description

Here at ARM we are currently partnered with a market leading Public Safety organisation based in South-West London who are currently recruiting for a Customer Service Manager to support a key customer, ensuring the highest levels of customer support and guidance. In the role you will be responsible for managing the day-to-day service operations and ensure services, customer expectations and delivery are achieved and exceeded

• Own and fully understand the Service definitions and SLA definitions. Ensure that Service processes deliver to contractual requirements
• Be the escalation point of contact for the customer base around all aspects of their service, including during major or service-impacting incidents
• Enable achievement of maximum Customer Service satisfaction levels and SLA’s via measuring, tracking and reporting, including Continuous Service Improvement activity.
• Manage Change Requests through to successful delivery
• Accountable for the technical stability/functionality of the designated systems
• Organising and coordinating the service team
• Escalating operative, technical or financial issues as relevant
• Calculating, estimating and planning service projects and their allocated budget and resources.
• Responsible for driving the Service Review meetings as required, discussing service performance, working with all stakeholders to deliver satisfaction and improvement in conjunction with service stakeholders, ensures that all Service documentation\material is maintained and updated and relevant reporting.

Skills and Experience Required:

• Strong Service Delivery, Helpdesk or Service Desk support management background within an enterprise environment.
• Strong experience within Change Management & Change requests
• Commercial/technical know-how in the service sector.
• Experience of working within an ITIL Service Organisation.
• ITIL Foundation or higher accreditation.
• Good knowledge of current technology, including Microsoft operating platforms, virtualisation, cloud-based services, Linux, LAN and WAN.
• Customer & Service focused, with a desire for responsibility
• Able to build and sustain relationships quickly and have a positive impact
• Solutions focused on how you think and act
• Organised & able to balance multiple priorities across multiple customers

Our client is an equal opportunity employer, and they are committed to fostering a diverse and inclusive workplace. they believe that a variety of perspectives and backgrounds should be celebrated, and work should be a place where they all feel like they belong and feel safe. They welcome applications from all qualified candidates, regardless of race, gender, age, disability, sexual orientation, religion, or any other characteristic. Therefore, if you see a role that excites you, they encourage you to apply. If you require any accommodations/reasonable adjustments during the recruitment process, please let us know, and they will work with you to meet your needs.