Head of Training Services

3 weeks ago

London, United Kingdom Smart DCC Full time

This is a Fixed Term Contract for 6 Months with a view to become permanent.
Service Manager
Hybrid Working from London.
Competitive Salary plus benefits
The DCC is seeking a passionate, highly skilled, and solution-orientated Service Account Manager for an exciting opportunity to work within a talented and dynamic team. The Service Account Manager will serve as the primary relationship owner for an assigned group of top tier service user accounts with responsibility for managing and strengthening customer relationships through proactive customer management. The Service Account Manager will support DCC in driving maximum customer value from our services, by developing, implementing, and presenting service improvement plans that deliver positive outcomes against the demands of its Users, whilst also reflecting the business requirements of the Smart Energy Code (SEC) and Retail Energy Code (REC).
The Service Account Manager will have a good understanding of the technical aspects of the DCC Network infrastructure, and where appropriate, be able to constructively challenge Service Users, Programme Managers, Suppliers and the wider DCC on KPI achievements, service performance and best practice. 
The Service Account Manager will be expected to work closely with a variety of internal and external Industry liaison teams, these functions will include BEIS, OFGEM & GEMSERV.
The Service Account Manager will be a pivotal figure in the delivery of excellent customer service, whilst supporting the DCC senior team in driving down cost for both industry and end consumers.
Manage multiple accounts through developing positive working relationships with all customer touch points.
Accountable for driving excellent customer relationship management and advocacy.
Work collaboratively with the Data and Core Operations teams with the ability to determine root causes for customer success or failure and drive proactive requirements for service enhancement and development as needed.
Proactively plan and prepare for engagements & service reviews with customers through analysis, industry insights with clear and concise reporting with recorded documentation.
Effective management and response to customer concerns to maintain and develop good customer relationships.
Manage the B2B Service Account in a complex multi-supplier environment.
Demonstrate excellent stakeholder management through effectively engaging and influencing a variety of audiences at all levels of business
Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple initiatives/projects as well as internal obligations.
Demonstrate excellent report writing and data manipulation skills, with the ability to present across industry at all levels.
Have sound commercial understanding, with cost to serve and cost of failure methodology.
Develop initiatives which provide continuous tactical and strategic service improvements, cost to serve, stakeholder satisfaction, regulatory, governance and security.
Proactively Identify and resolve issues relating to services, systems and processes
Demonstrate problem-solving skills and lead support teams through the service users point of view and aims, to deliver a mitigation plan and assist in resolution.
Interpret complex technical data into clear and concise tailored communications, with demonstratable evidence in influencing and persuading senior stakeholders where required.
Lead and drive tactical interventions to help users mitigate service issues as they arise.
ITIL Foundation
Whether it’s doing purposeful work, helping us grow or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.
Capita Opportunity Statement
The parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver.

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