Customer Quality Expert

2 days ago

Hatfield, Hertfordshire, United Kingdom COMPUTACENTER (UK) LIMITED Full time
Job Title: Customer Quality Specialist

About the Role:

We are seeking a highly skilled Customer Quality Specialist to join our team at Computacenter (UK) Limited. As a key member of our organization, you will be responsible for providing independent quality expertise to review, support, and improve current customer service delivery for Technology Sourcing customers and services.

Key Responsibilities:

  • Identify improvement opportunities using quality data indicators at a customer level
  • Prioritize customer engagement based on customer service and cost to serve impact vs effort
  • Collaborate with customer teams to undertake discovery, root cause analysis, and understand customer commitments
  • Review and document as-is service delivery
  • Identify, design, and document improvements with an end-to-end approach, including assessing the changes or improvements to the cost model
  • Validate end-to-end effectiveness of the improvements, including testing ahead of implementation
  • Secure agreement to new approaches and support customer teams with the implementation of change, including training, documentation, and post-change hypercare support
  • Drive adherence to new delivery approaches
  • Baseline as-is and measure improvement impact post-change
  • Collaborate with account teams and customers to support change controls
  • Input into GTS Quality Management System, identifying themes of improvement
  • Feedback recurring themes for potential generic improvement to System Engagement and/or Process Excellence teams
  • Share best-practice findings into future GTS Service Designs
  • Share training opportunities with the Operational Business Support & Development Team

Requirements:

  • Experience and expertise in core enterprise systems, including Salesforce and SAP
  • Champion of MS Office capabilities
  • Growth mindset, actively looking for new ways of working and embracing new technology
  • Strong customer focus, with experience of customer remediation and improvement plans
  • Knowledge of quality approaches and motivated by operational excellence
  • Good experience in project management, including PRINCE2 or equivalent qualification
  • Demonstrates value creation and market orientation in identifying problems, prioritizing alternatives, and implementing solutions
  • Good knowledge of end-to-end supply chain and cross-departmental interdependencies
  • Excellent record of stakeholder engagement, securing collaboration, and effective communication
  • Proven analysis skills
  • Understands the factors, priorities, and demands that influence business decisions
  • Promotes focus on simplifying complex solutions and processes
  • Experience of successfully supporting teams through change
  • Excellent written and spoken English
  • Willingness to travel

Desirable Skills:

  • Computacenter experience in internal processes, systems, tools, and platforms
  • French and/or German language skills

Critical Success Factors:

  • Deliver successful customer improvement projects
  • Achieve measurable benefit realization
  • Positive customer and employee experience feedback through improvement activity
  • Secure an effective and positive network across the GTS functions

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