Service Excellence Manager (Customer)

Johnson Controls, Inc.; Manchester; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Excellence Manager to elevate customer service standards. This pivotal role involves leading customer onboarding and retention strategies, ensuring accurate reporting, and enhancing operational performance. You will collaborate with service directors and stakeholders to drive initiatives that improve customer experiences. If you thrive in a fast-paced environment and possess strong communication and facilitation skills, this opportunity is perfect for you. Join a team committed to delivering world-class service and making a significant impact on customer satisfaction.

Qualifications

• Experience in managing complex tasks and priorities.
• Proven track record in communication and engagement.

Responsibilities

• Lead customer onboarding and journey initiatives.
• Ensure accurate reporting for continuous improvement.

Skills

Customer Service Excellence

Stakeholder Engagement

Project Management

Communication Skills

Problem Solving

Job description

Role Title: Service Excellence Manager (Customer)

Role Purpose:

The role is a key position where you are responsible for supporting our goal to provide world-class customer service to our customers. You are expected to lead on our customer delivery and work closely with the Service Directors and other key stakeholders to provide necessary reporting, insight, and opportunities to improve. You are also expected to contribute towards customer experience initiatives and operational performance enhancements.

Key Accountabilities:

1. Support & lead on customer onboarding, journey & retention.
2. Ensure reporting from MI is accurate & relevant to drive continuous improvement.
3. Provide project & IT Support to stakeholders across LBS.
4. Identifying, building, and maintaining positive internal and external stakeholder relationships.

Key Enablers (knowledge, skills and experience):

• Ability to flex and deliver in a fast-paced environment.
• A solution-focused approach to complex operational problems.
• Experience in effectively managing a range of complex tasks and priorities, simultaneously.
• Proven track record in excellent facilitation, communication, and engagement at multiple levels.
• Ability to engage, challenge, and influence stakeholders.
• Is commercially astute.

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