Customer Service Manager

2 weeks ago

Dudley, United Kingdom nGeneration Limited Full time

Company Overview:

Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ.


Position Overview:

As a Customer Service Manager (CSM), you will play a pivotal role in ensuring the satisfaction of our clients by managing their accounts and overseeing the delivery of our solutions and services. Reporting directly to the Managing Director, you will act as the main point of contact for customers, ensuring that their needs are met and their expectations are exceeded.


Key Objectives:

  • Serve as the liaison between the customer and the nGeneration Managing Director.
  • Ensure that all solutions, managed services, and deployment services are delivered in accordance with contractual obligations and to the satisfaction of the customer.


Main Responsibilities:

  • Manage customer accounts on a day-to-day basis, ensuring compliance with contractual obligations.
  • Measure, monitor, and make recommendations for improvement of the customer service delivery experience.
  • Attend customer head office on a weekly basis as required.
  • Act as an escalation point for support issues from the customer.
  • Prepare monthly invoicing for maintenance, hardware, and IMACS services for the customer.
  • Arrange and chair weekly internal management departmental meetings.
  • Attend and chair weekly and monthly Service Review meetings and provide monthly reporting to the Managing Director.


Key Tasks:

  • Develop and maintain customer relationships on a day-to-day basis with all key stakeholders.
  • Act as the first point of contact for customer requests, queries, and escalations.
  • Develop an in-depth knowledge of the customer, their brands, aims, and objectives.
  • Understand nGeneration’s contractual obligations to ensure compliance at all times.
  • Thoroughly investigate customer complaints and provide recommendations for improvement.
  • Identify opportunities for revenue growth for nGeneration.


Skills and Attributes:

  • Previous experience in a field-based IT implementation or field service role preferred.
  • Understanding of IT implementation or field service roles within the hospitality or retail industry.
  • Strong verbal and written communication skills.
  • Confident and outgoing personality with the ability to work under pressure.
  • Excellent project management, planning, and organizational skills.
  • Positive attitude with a can-do approach to problem-solving.
  • High attention to detail and ability to work both independently and as part of a team.
  • Competent in Microsoft Excel, Word, and Outlook.


Remuneration and Conditions:

  • Salary: £32,000 per annum
  • Full-time, Permanent position
  • Working hours: Monday to Friday, standard hours of 9:00 am – 5:30 pm (flexibility required for customer escalations outside standard hours)
  • Company car provided for business and personal use
  • Company fuel card provided for business travel
  • Expenses reimbursed in line with company policy
  • 28 Days holiday including Bank Holidays
  • Contributory Workplace Pension scheme
  • Employee recognition awards and benefits


Application Process:

If you are passionate about customer service and have the skills and experience required for this role, we would love to hear from you. Please apply with your CV for our Recruitment Team to review.


Job Types: Full-time, Permanent

Pay: £32,000.00 per year


Benefits:

  • Company car
  • Company pension
  • On-site parking


Schedule:

  • Day shift
  • Holidays
  • Overtime


Supplemental pay types:

  • Performance bonus


Experience:

  • IT support: 1 year (preferred)
  • EPOS: 1 year (preferred)


Licence/Certification:

  • UK Driving Licence (required)


Willingness to travel:

  • 100% (preferred)


Work Location: In office travel to customer site when required

  • Customer Service Executive

    5 days ago

    Dudley, United Kingdom Marshall Harmony Full time

    **Ready for a challenge where every call is a puzzle to solve? We're looking for someone like you - calm under pressure, a problem-solving guru.** With a recent Australian acquisition, change is in the air, but it is being embraced, and employee ideas are being listened to Your predecessor, 12-year customer service fixer, is passing on her knowledge....

  • Customer Service Administrator

    7 days ago

    Dudley, United Kingdom Bridge of Hope Full time

    Excellent Role Available Customer Service Advisors Wanted Based in Dudley £10.42ph Temporary to Perm M-F 9.00am - 5.00pm **Role Summary**: - Acting as the first point of contact to both internal and external customers - Managing incoming telephone calls/queries to client SLA standards - Managing outgoing telephone calls/queries where necessary - Provide...

  • Customer Service Administrator

    7 days ago

    Dudley, United Kingdom First Call Contract Services Limited Full time

    First Call Contract Services are working with a business based in Dudley who are currently looking for an experienced Customer Service Administrator. Hours of Work: Monday-Friday 09:00am-17:00pm Rate of Pay: £10.42 per hour 12-week temp to perm **Responsibilities**: - General Administration duties. - Processing customers’ orders. - Filing and...

  • Customer Relations Manager

    1 week ago

    Dudley, United Kingdom nGeneration Limited Full time

    Company Overview:Increase your chances of reaching the interview stage by reading the complete job description and applying promptly.Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service...

  • Customer Relations Manager

    2 weeks ago

    Dudley, United Kingdom nGeneration Limited Full time

    Company Overview:Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ.Position Overview:As...

  • Customer Relations Manager

    2 weeks ago

    Dudley, United Kingdom nGeneration Limited Full time

    Company Overview: Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ. Position...

  • Customer Relations Manager

    7 days ago

    Dudley, United Kingdom nGeneration Limited Full time

    Job DescriptionCompany Overview:Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4...

  • German Speaking Customer Service Advisor

    5 days ago

    Dudley, United Kingdom MET Recruitment UK Ltd Full time

    Do you speak German? Are you looking to join an exciting and growing business? **German speaking Customer Service** £24,000 per annum Hours: 40 per week **Requirements**: - Fluent in German verbal and written - Dealing with customer queries - Staying calm under pressure, polite and having a good manner - Excellent problem solving and organisational...

  • Nhs Head of Service Management

    2 weeks ago

    Dudley, United Kingdom Reed NHS Full time

    Reed Talent Solutions are currently working with a Dudley based NHS Trust to recruit a Head of Service Management (band 8c) on a permanent contract. The post-holder will provide high level leadership and management to the day to day Customer facing ServiceSupport operations within the Trust **Role Information** - Flexible hybrid working - Location: West...

  • Customer Consultant

    3 weeks ago

    Dudley, United Kingdom The Body Shop Full time

    Your role in a nutshellTo support the store management team in driving sales and profit within the store through the delivery of exceptional customer service on the shop floor at all times. To demonstrate and uphold the values and vision of the company whilst ensuring adherence to company procedures & policies.More about the roleWith over 2,000 exciting...

  • Service Manager Home Care

    2 weeks ago

    Dudley, United Kingdom Gap Healthcare Full time

    Service Manager Home Care Remote position Are you an established leader who strives for excellence in all aspects of your working life? If so then look no further! A great and exciting opportunity has just come available for a Service Manager Home Care. Home care providing support for adults with complex mental health needs in their own home including...

  • Service Manager Home Care

    2 weeks ago

    Dudley, United Kingdom Gap Healthcare Full time

    Service Manager Home CareRemote position Are you an established leader who strives for excellence in all aspects of your working life? If so then look no further! A great and exciting opportunity has just come available for a Service Manager Home Care. Home care providing support for adults with complex mental health needs in their own home including...

  • Customer Relation Manager

    2 weeks ago

    Dudley, West Midlands, United Kingdom nGeneration Limited Full time

    Company Overview: Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ. As a Customer...

  • Customer Relations Manager

    2 weeks ago

    Dudley, West Midlands, United Kingdom nGeneration Limited Full time

    Company Overview: Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ. Position...

  • Customer Relations Manager

    2 weeks ago

    Dudley, West Midlands, United Kingdom nGeneration Limited Full time

    Company Overview: Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ. Position...

  • Customer Account Advisor

    2 weeks ago

    Dudley, United Kingdom Interaction Recruitment Full time

    Interaction Recruitment are seeking a Customer Account Advisor for our client in DudleyDuties Include:Keeping good rapport with current customers and ensuring they are receiving excellent customer service.Updating in house systems with all information with orders.Updating customer database with prospect customers.Speaking new customers on order they want...

  • Head of Digital Services

    5 days ago

    Dudley, United Kingdom Reed NHS Full time

    Reed Talent Solutions are currently working with a Dudley based NHS Trust to recruit a Head of Service Management (band 8c) on a permanent contract. The post-holder will provide high level leadership and management to the day to day Customer facing ServiceSupport operations within the Trust **Role Information** - Location: West Midlands - Salary: £67,064 -...

  • Lift Service Engineer

    2 days ago

    Dudley, United Kingdom Peel Technical Full time

    We are looking for a Lift Service Engineer to join our Service team in Plymouth and surrounding areas. As an experienced Lift Engineer you will be responsible for: * Carrying out regular planned preventative maintenance and service visits * Attending lift breakdown callouts to carry out minor lift repairs * Meeting agreed customer response times,...

  • Field Service Coordinator

    5 days ago

    Dudley, United Kingdom nGeneration Limited Full time

    nGeneration are looking for an enthusiastic and personable **Field Service Co-Ordinator **to join our Support Desk team. We pride ourselves on our service, as the first point of contact for our customers, your friendly and helpful demeanour is crucial as you diagnose and solve their IT issues or escalate them to our field service engineers, keeping the...

  • Technical Services Engineer

    2 weeks ago

    Dudley, United Kingdom AMS People Limited Full time

    THE OPPORTUNITY: Due to continued growth, my client needs a Technical Services Engineer with good electrical competence and understanding, hands-on experience supporting industrial machinery, plant and equipment and strong customer facing skills. You will be a keen engineer who might have done an electrical apprenticeship or similar in a manufacturing /...