Customer Service 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 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. Ensure that all solutions, managed services, and deployment services are delivered in accordance with contractual obligations and to the satisfaction of the customer.

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.

Develop and maintain customer relationships on a day-to-day basis with all key stakeholders.
Develop an in-depth knowledge of the customer, their brands, aims, and objectives.
Thoroughly investigate customer complaints and provide recommendations for improvement.
Identify opportunities for revenue growth for nGeneration.

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.
Excellent project management, planning, and organizational skills.
Competent in Microsoft Excel, Word, and Outlook.

Full-time, Permanent position
~ 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


If you are passionate about customer service and have the skills and experience required for this role, we would love to hear from you. Job Types: Full-time, Permanent
Company car
Company pension
On-site parking

Day shift
Holidays
Overtime

Performance bonus


IT support: UK Driving Licence (required)


Willingness to travel:
~Work Location: In office travel to customer site when required

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