Customer Support Manager

SCC; City Of London; Remote; GBP 42,000 - 50,000; Full time

Job summary

A leading IT service provider in the UK is seeking a Customer Support Manager to oversee service improvement and assurance activities for corporate clients. The role involves national travel and liaising with internal departments to enhance customer satisfaction. Candidates should have at least 3 years of experience in a B2B environment and strong communication skills. This position offers competitive salary and extensive benefits.

Benefits

Flexible benefits scheme

Paid volunteering days

Career development opportunities

Qualifications

• At least 3 years’ experience in a fast-moving customer-focused B2B organisation.
• Extensive experience managing service improvement activities.
• Outstanding relationship management and negotiation skills.

Responsibilities

• Ownership of service improvement and service assurance for corporate customers.
• Liaising with operational departments for service management.
• Managing customer-specific Service Improvement plans.

Skills

Customer focus

Relationship management

Communication skills

Negotiation skills

Job description

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Customer Support Manager

Location: National(This is a field based role requiring travel to clients and SCC offices)

Contract Type:b>Permanent

Salary Package: £42,000 - £50,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am – 5.30 pm, Monday – Friday

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

Ownership of service improvement, service recovery and service assurance for corporate/strategic customers.

The role will be aligned to a group of customers based on geography to where the main operational centre(s) is/are but requiring national travel. Working with corporate/public sector account managers/directors on service delivery performance improvement, recovery or assurance, issue resolution including service management. You will be looking to drive continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Liaising with internal operational departments to ensure service for customers is managed and areas of improvement and or initiatives are driven through the business.

Security clearance or the willingness to apply will be required for this role.

Key responsibilities:

Service assurance

• 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.
• Manage the creation of the Operations Manual to deliver an exceptional on-boarding experience.
• Oversee account setup and creation and user adoption during first 90 days of relationship.
• Working with the Heads of Contracts and Product Management to ensure End of Contract Management cost recovery is maximised and spend minimised.

Service improvement

• Working with stakeholder functions (Customer and internal) facilitate and take the lead in identifying operational service improvements and reducing the cost of support across a customer or portfolio of accounts.
• Work with the Account Managers/Directors to review the Customer Satisfaction measurement, review of feedback and translate into CSI initiatives.
• Focus on best practice and service improvement, challenging the way we do things, with a view to driving process improvement.

Service Recovery

• Managing customer specific Service Improvement plans and/or departmental multi customer Improvement Plans.
• Continual update and improvement of Operations Manuals during the life of the contract.
• Investigate and solve customers' problems relating to areas such as billing, consumables, and other escalations, which may be complex or long-standing problems relating to specific processes or devices.
• Resolving the resolution of any technical or consumable escalations.
• Ensuring operations teams are aware of changes and are prepared.
• Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities such as office moves or software queries.

Skills and experience:

• At least 3 years’ experience in a fast moving customer focused B2B organisation.
• Extensive experience of 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.
• Demonstrable experience of leading implementation and change.
• Outstanding relationship management communication and negotiation skills at all levels.

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life