Senior Service Manager

Smart DCC; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dynamic Senior Service Manager to lead service improvements and manage key customer relationships. This role involves working closely with internal teams to enhance customer satisfaction and drive operational excellence. You will leverage your experience in stakeholder management and problem-solving to navigate complex challenges and deliver exceptional service. Join a passionate team dedicated to transforming the energy sector and making a meaningful impact on the community. If you thrive in a fast-paced environment and are eager to drive change, this opportunity is perfect for you.

Benefits

Personalized benefits plan

Health and wellness programs

Professional development opportunities

Qualifications

• Experience in managing complex stakeholder groups and conflicting priorities.
• Strong communication skills to influence and persuade senior stakeholders.

Responsibilities

• Manage multiple accounts and develop positive working relationships.
• Drive improvements against known customer issues and ensure service excellence.

Skills

Stakeholder Management

Customer Relationship Management

Problem-Solving

Analytical Skills

Communication Skills

Change Management

Business Acumen

Education

Business Relationship Management Certification

Experience in regulated environment

Tools

Technical Tools

Job description

Salary Competitive

Senior Service Manager – Switch Service

With Smart DCC

London or Manchester

Competitive Salary plus benefits

Role

The DCC is seeking a passionate, highly skilled and solution-orientated Senior Service Manager for an exciting opportunity to work within a talented and dynamic team. This exciting senior role is for someone who thrives in a highly dynamic, technical, and challenging environment.

Serve as the primary relationship owner for an assigned group of top tier service user accounts with responsibility for managing and strengthening customer relationships through proactive customer management. Ensure we drive maximum customer value from our services by developing and implementing service improvement reviews/plans that meet the demands of its Users and reflect the business requirements of the Smart Energy Code (SEC) and Retail Energy Code (REC).

Prepare and deliver effective client presentations, including weekly and monthly account status, results and plans to internal stakeholders. Regularly evaluate the quality of content being presented to customers.

Identify new service improvement opportunities by partnering with wider DCC teams to aid in increasing customer satisfaction, advocacy and driving down costs for both industry and the end consumers. Drive a deep understanding of your customers' individual experiences/needs to head off potential risks before they become issues.

As a Senior Service Manager, you will operate at a level that provides and drives a strategic view across this complex landscape combined with the determination to absorb a significant amount of information to ensure high quality service delivery and improvement of customer service is achieved.

You will have a good appreciation of the technical aspects of the infrastructure, and where appropriate constructively challenge industry, suppliers and DCC colleagues on service implications, considering both commercial and financial consequences/constraints.

You will have senior experience of IT Account Management best practice from a comparable environment; it would be advantageous to have gained this experience within the energy sector.

What will you be doing?

1. Manage multiple accounts; develop positive working relationships with all customer touch points (internal stakeholders, the Technical REC team, Operational REC teams, etc).
2. You will have overall ownership for Address management.
3. Drive excellent customer relationship management and advocacy.
4. Work closely with the Data and Core Operations teams to determine root causes for customer success or failure and drive proactive requirements for service enhancement and development as needed.
5. Partner and influence internal cross-functional teams to influence and action Switching and Address matching related.
6. Drive improvements against known customer issues, ensuring the right stakeholders are held to account to deliver go to green plans.
7. Leverage technical tools and quantitative data.
8. Proactively plan and prepare for engagements with customers through analysis, industry insights and reporting.
9. Lead industry change through robust planning and thought leadership.
10. Provide input on service process and customer experience improvements.
11. Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insight.

What are we looking for?

1. Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.
2. Demonstrable experience working with complex stakeholder groups, managing conflicting priorities.
3. Experience in managing regulatory relationships and engagements across the industry.
4. A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables.
5. Able to lead change through thought leadership.
6. Output driven, holding internal and external stakeholders to account in order to get to the desired outcomes/outputs.
7. Proven problem-solving skills, can demonstrate and lead teams through the process of getting to the root cause through to driving mitigations.
8. Business acumen, sound decision making, analytical and organizational skills in an ambiguous and technical environment; a consultative approach to managing complex customer relationships.
9. Excellent stakeholder management, able to effectively engage and influence a variety of audiences at all levels of a business.
10. Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple projects as well as internal obligations.
11. Passionate about driving customer excellence and challenging the status quo – always thinking of ways to improve/grow relationships with customers.
12. Proven ability to challenge difficult customers and constructively confront customer perception and behavior.
13. Experience of working in a Senior client-facing environment.
14. Strong self-leadership – able to set a clear and proactive forward looking workplan for themselves and others. In all dealings, role-modelling our core values of Excellence, Partnership, and Ingenuity.
15. Strong communication skills – Able to interpret complex technical data into clear and concise tailored communications. Ability to influence and persuade senior stakeholders of a particular position or viewpoint backed up with facts and data where required.
16. Depth of knowledge and strength of character to provide leadership, ensuring positive outcomes are attained in difficult and challenging situations.
17. Previous experience of working in a regulated environment.
18. Knowledge of Smart Energy Code and DCC Licence Conditions.
19. Understanding of the Smart Meter Implementation Programme.
20. Experience of working within or engaging closely with central Government, Ofgem, or the Energy Sector.
21. Business Relationship Management Certification.
22. Broad experience of end-to-end service lifecycle, Strategy, Design, Transition, Operations.
23. An understanding of Customer Experience principles and frameworks.
24. A background in the energy or telecommunications industries.
25. Business Case creation experience.

About the DCC:

At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.

Company benefits:

The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.

If there are any questions you’d like to ask before applying, please contact [e-mail] or complete your application, so we can learn more about you. Your application will be carefully considered, and you’ll hear from us regarding its progress.

Join the DCC and discover the power of you.

What to do now

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

As a Disability Confident member, DCC is committed to ensuring an inclusive and accessible recruitment process. If you require any reasonable adjustments, need a copy of this job advert in an alternative format, or have any other questions you’d like to ask before applying, please contact [e-mail].