Strategic Service Manager, Customer Success & Escalations

ANS Group Limited; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A customer-focused service provider in Manchester seeks a Service Manager to act as a primary point of contact for Tier 3 and 4 clients. You'll be responsible for SLA compliance, managing escalations, and driving continuous improvement in services. Ideal candidates will have a strong background in customer service, excellent communication skills, and a proactive attitude. This role offers a range of benefits including flexible working, private health insurance, and opportunities for personal development.

Benefits

25 days holiday plus optional additional days

Private health insurance

Pension contribution match

Flexible working

Employee Assistance Programme

Qualifications

• Proven experience in Customer Service or Service Management.
• Excellent communication and interpersonal skills.
• Ability to manage high-pressure situations.

Responsibilities

• Deliver brilliant basics and ensure SLA compliance.
• Manage Tier 3 and 4 accounts with a partnering approach.
• Drive continuous service improvement.

Skills

Customer service experience

Excellent communication

Stakeholder management

Proactive attitude

Job description

A customer-focused service provider in Manchester seeks a Service Manager to act as a primary point of contact for Tier 3 and 4 clients. You'll be responsible for SLA compliance, managing escalations, and driving continuous improvement in services. Ideal candidates will have a strong background in customer service, excellent communication skills, and a proactive attitude. This role offers a range of benefits including flexible working, private health insurance, and opportunities for personal development.