Customer Service Manager jobs in Gran Bretaña

2 Year Fixed Term Contract

An important public sector organisation with offices based in London, Durham and Glasgow, that also provides services across other government entities.

The Client Account Manager duties will include:

• Ensuring the services provided meet the client's requirements, agreed service levels, expectations, and budget.
• Managing budgets, forecasts, and costs and invoicing clients within agreed business time frames.
• Ensure transparency and compliance in cost and service delivery in line with the Memorandum of Understanding (MoU) and allocated budget.
• Develop a comprehensive understanding of the provided services within the context of broader policies, contributing insights for service enhancement, supporting emerging needs, or addressing issues.
• Maintain effective communication channels between the client and business partners, ensuring a seamless flow of information.
• Address issues promptly and proactively by collaborating with a team to determine the underlying causes and implement satisfactory solutions swiftly and efficiently.
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
• Contribute to the development of the Clients strategy which meets the current and future needs of the business and drives forward improved business results.

The successful Client Account Manager will be an individual capable of operating comfortably at Senior Management level and being comfortable in influencing thinking and delivery across the business, third party suppliers and B2B Clients. The ability to contextualise strategic intent in a commercial and operational context is essential.

You will require:

• Proven track record of managing high value major client account(s) and / or contact centre operational management.
• Experience in working in different corporate cultures gained from managing multiple large services within an outsourced environment.
• Effective leadership and relationship building skills to ensure senior level buy-in and delivery from clients, partners, and the business itself.
• Demonstrated ability to meet and exceed service delivery standards while adhering to strict budgets and time lines.

Please note, this role is a Fixed Term contract for 23 months.

The salary for this Grade 7 role will be dependent on location but will pay:
London: £52,000 - £54,800
Durham/Glasgow: £48,500 - £52,000

An excellent benefits package is also on offer including performance bonus and access to the civil service pension scheme.