Customer Care Manager (Service Delivery) x 2


Premium Job From Spring Group Plc

Recruiter

Spring Group Plc

Listed on

31st July 2017

Location

Basingstoke

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Contract

Start Date

ASAP

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Customer Care Manager (Service Delivery Manager) x 2

6 month contract

Basingstoke

Market rate

Start ASAP

Summary:

Responsible for the end-end management of new install and modification orders as part of a Global Project, including proactively managing the customer activation service needs to ensure the highest levels of customer satisfaction and that their expectations are met and surpassed.

Provides weekly updates and support to the Project Manager and customer. Acts as the Point of Contact for internal teams, and liaises with internal teams to ensure smooth delivery and swift resolution of issues in an effort to meet customer requirements and internal deadlines.

Proactively manages escalations and supports internal teams to drive a forward progressing attitude. Understand Service Delivery (within Telecoms) and stakeholder management. Ideally has Service Delivery experience working for a large Telecom Company.

Essential Duties:

*Owns and manages all customer communications or escalations pertaining to new install, modification and disconnect orders.

*Provides regular order statuses and drives timely resolution on behalf of the customer.

*Actively manages all service activation elements of customer orders from order entry through to service turn up.

*Communicates order status to customers via weekly Work IN Progress reports, conference call, emails and phone calls.

*Addresses customer requests, complaints and issues regarding their orders and delivery in a timely manner.

*Focus on the Customer: Listens to customers (internal and external); identifying, meeting, and exceeding their needs, and anticipating their future needs; aligns what is done and how it is done with what the customers need, balancing that with what the organisation requires.

*Drive Organizational Success: Delivers results even when faced with challenges; strives to exceed expectations, Demonstrate Agility: Focuses around continuous improvement; shows the ability to quickly solve day-to-day business problems; identifies new processes and frameworks for speed of delivery; accepts, responds, and initiates appropriate change.

*Lead Courageously: Confronts problems with courage; wins the respect and commitment of others by appropriately standing up for what he/she believes; makes tough decisions despite ambiguity, and follows issues through to completion in spite of adversity. Makes the best use of resources to deliver results, considering the financial impact of actions.

*Collaborate & Communicate: Builds effective relationships with others (internally and externally) so that he/she is enabled to deliver strong results; builds a broad base of support among key decision makers and influencers; speaks with intention, fosters open communication, listens to others, and is able to effectively communicate verbally and through written communication to technical and non technical audiences.

*Customer service experience in the telecommunications industry is helpful. Must have project management experience in planning and organising data from various sources into concise, relevant information.

*Keen attention to detail.

*Must be self-directed, understand the requirements, and take the initiative to complete tasks or assignments with little or no direction.

*Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations. Ability to focus and deliver proactively in a dynamic, multi-tasking, fast-paced environment. Ability to work effectively in diverse groups.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.

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