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Samsung Professional Services Senior Manager
1 month ago
The Professional Services Senior Manager at the Samsung Business Services Centre will be key in delivering and growing the range of services we provide in B2B. The two key focuses of this role will be supporting our Service Account Managers in their overall strategic aims with their clients & ensuring our project implementation team delivery projects to a high & timely standard. You will be responsible for delivering new service offerings for commercial teams with the support of your knowledgeable team, drive high client satisfaction from your managed services customers & ensure service controls are in place for your project team.
You will work to ensure that your team are well-trained, motivated, and equipped with the necessary tools and resources to succeed. Your leadership will be crucial in creating a engaging work environment that encourages innovation, accountability, and continuous improvement. By maintaining a strong focus on people first leadership & customer satisfaction, you will help to build lasting relationships with customers and reinforce Samsung's reputation for excellence in service.
What's in it for you?
When you join us, you will receive comprehensive training and support, along with opportunities to grow and develop your skills within the business. We also offer:
- Competitive Salary: A remuneration package designed to be both competitive and rewarding.
- Bi-Annual Performance Bonus: A generous bonus programme to recognise and reward your hard work and achievements.
- Generous Annual Leave: Enjoy a substantial annual leave allowance of 23 days.
- Comprehensive Pension Scheme: A pension plan to secure your financial future and support your retirement plans.
- Continuous Learning Opportunities: Engage in regular training events to enhance your skills and knowledge.
- Exclusive Discounts on Diverse Products and Services: Access a broad spectrum of discounts on various products and services.
- Support for Work-Life Balance: Benefit from childcare vouchers and a cycle-to-work scheme.
- Financial Assistance and Convenience: Enjoy interest-free season ticket loans and, where available, on-site parking.
- Ease of Commute: Utilise a free city centre shuttle bus, facilitating your commute.
- And More: Explore additional benefits designed to enhance your overall work experience.
What will you be doing?
- Team Leadership and Development:
- Leading and mentoring your team to ensure they meet their performance goals.
- Providing training and development opportunities to enhance the team's skills and knowledge.
- Client Relationship Management:
- Building and maintaining strong relationships with key clients.
- Acting as the main point of contact for escalated client issues and ensuring timely resolution.
- Strategic Planning:
- Developing and implementing strategic account plans to achieve client satisfaction and business objectives.
- Identifying opportunities for account growth and working with the team to capitalise on these opportunities.
- Performance Monitoring:
- Monitor the performance of service account managers and provide regular feedback.
- Analysing client feedback and service metrics to identify areas for improvement.
- Monitoring the progress of projects and ensuring they stay on track.
- Prepare and present regular performance reports to senior management.
- Cross-Department Collaboration:
- Collaborating with other departments to ensure seamless service delivery and address client concerns.
- Coordinating with sales, marketing, and product teams to align client needs with company offerings.
- Reporting and Analysis:
- Prepare regular reports on account performance and present them to senior management.
- Using data and analytics to drive decision-making and improve service delivery
- Resource Management:
- Allocating resources efficiently across various projects.
- Ensuring that project managers have the necessary tools and support to succeed.
- Risk Management:
- Identifying potential risks across projects and developing mitigation strategies.
- Ensuring that project managers are equipped to handle risks effectively.
- Quality Assurance:
- Ensuring that all projects meet the required quality standards.
- Implementing best practices and continuous improvement processes
What are we looking for?
- Leadership: Strong leadership skills with the ability to inspire and guide a team towards achieving common goals within a contact centre environment.
- Analytical Skills: Proficient in data analysis and interpretation, with the ability to translate insights into actionable strategies for the contact centre.
- Communication: Excellent verbal and written communication skills, capable of effectively conveying complex information to diverse audiences within and beyond the contact centre.
- Problem-solving: Strong problem-solving abilities, with a proactive approach to identifying issues and implementing solutions tailored to the contact centre.
- CRM Proficiency: Extensive experience with CRM systems, with a strong understanding of how to leverage them for sales operations in a contact centre.
- Organisational Skills: Highly organised with the ability to manage multiple tasks and projects simultaneously while maintaining attention to detail in a fast-paced contact centre environment.
- Adaptability: Flexible and adaptable to changing business needs and environments, with a continuous improvement mindset suited for the contact centre.
What will happen next:
- Choose apply now to fill out our short application
- Your application will be reviewed and if successful;
- You will be invited to attend a interview with the Hiring Manager
You'll get the chance to follow your chosen career path anywhere in Capita.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email or call and we'll get back to you.
For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
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