Customer Experience Manager

3 weeks ago

Aberdeen, Aberdeen City, United Kingdom https:jobs-redefined.cositemap Full time
About the Role

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. Our passion for using technology to solve business problems drives us to work in partnership with our clients to help them achieve their goals.

Key Responsibilities
  • Foster and advance our teams, while collaborating with clients to strengthen relationships.
  • Contribute to the development of our colleagues' skill sets and career progression plans, ensuring the continuous delivery of an excellent service.
  • Work closely with Team Leads and individual contributors to support day-to-day activities and identify opportunities and challenges.
  • Report to the Operations Lead and be responsible for all operational delivery activities, including service performance, resource planning, and line management.
  • Work with key personnel both within SWORD and at the CUSTOMER to ensure our operational service is aligned to the needs and goals, enabling a demonstrable partnership and collaborative relationship.
  • Maintain and improve upon service performance and delivery targets, run the continual service improvement process, engage with regular reporting and resource management, ensuring relevant performance metrics are met and customer satisfaction is high.
  • Develop CSIP (Continual Service Improvement Plans), Customer Experience Plans and Service Reports as part of the delivery of services.
  • Maintain long-term customer relationships, developing into a trusted advisor and partner through high levels of customer engagement.
  • Manage direct reports who are delivering services to the customers and support their development.
  • Foster a culture of continuous improvement through the development and delivery of training programs and professional development opportunities.
  • Team development and performance management meetings with team members, identifying areas for development.
  • Work collaboratively with colleagues to proactively align talent with upcoming project requirements.
  • As part of the PDP process, set clear objectives and determine development opportunities.
About Us

At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.

Our benefits package includes:

  • Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
  • Flexible working: Flexible work arrangements to support your work-life balance.
  • A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan, and more.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.

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