Customer Service Manager

Role Overview

• Internal and external single point of contact for customers in the region
• Financial responsibility for the reporting for the O&M financial actuals versus targets for the region
• Management of Major Incidents & Problems through to resolution
• Management of actions to reduce Incidents & Problems
• Handover point between Project Delivery and Operational Maintenance in the region
• Planning resources to ensure the service across the region is maintained and delivered within the SLA’s of the customer contract
• Service expert/reference for senior management & customers of the region
• Maintaining and updating a risks & opportunity analysis for each customer in the region
• Take full responsibility for the Life Cycle management process for each customer
• Take part in the CAB process for any changes taking place for customers in the region
• Create, agree & maintain a disaster recovery process for each account in line with the objectives of the contract and in line with good practice within the company
• Recognise the business impact of service quality issues and manage the resolution to customer
• Ensure Service Integrity is maintained through appropriate logical and physical security controls, demonstrate appropriate audit adherence
• Manage the supply of any services delivered by 3rd parties within Operational Maintenance
• Identify out-of-scope requests by the customer and co-ordinate cost and provide estimates for the Account Manger to present to the client or Management as necessary
• Ensure stock and spares are being managed in line with account requirements
• Ensure items returned for RMA are managed in line with the company policy
• Work with the management team to develop and improve processes within the area and ensure process adherence within the team
• Hold regular team meetings to ensure company communication reaches all staff within the team
• Ensure that the team is kept up to date with plans, risks, issues, initiatives, H&S communications and obtain general feedback from all staff to help improve the operational effectiveness of the team

Requirements

• Degree preferred
• Some experience of planning and running projects
• Some experience of investigating and advising on less complex and non-contentious employee relations cases
• Experience of dealing with the needs of a diverse workforce, including a range of skills and roles
• Experience of ITIL v4 processes and Service Desk Activity
• Experience of working in a fast-paced, customer-facing environment
• Experience of managing and developing a team
• Experience of supervising and assigning work to others
• Good understanding of ITIL
• Languages : Dutch (required) English (required)

Benefits

• Flexible working arrangements
• Professional development opportunities