Customer Service Manager

3 weeks ago

Glasgow, Glasgow City, United Kingdom NTT DATA Full time
Customer Service Manager

Job Summary

The Customer Service Manager will be responsible for delivering exceptional customer service to a large portfolio of small customers. This role will involve building relationships with customers, nurturing accounts for growth, and ensuring the timely delivery of contractual obligations.

Key Responsibilities
  • Service a large portfolio of small customers
  • Build relationships with customers and nurture accounts for growth
  • Responsible for tracking the fulfilment of all contractual obligations
  • Act as the central contact person for customers regarding service delivery
  • Responsible for internal coordination of support teams to deliver service on own portfolio
  • Customer advocate within NTT DATA Business Solutions for coordination of service delivery
  • May also provide support to Senior Service Delivery Manager with day-to-day/operational activities on larger/complex customer accounts
Main Tasks
  • Service Delivery Management and Quality Assurance
  • Delivery quality of agreed services to achieve customer satisfaction
  • Service Level & Escalation Management
  • Coordination of customer reporting
  • Coordination of escalation process
  • Primary point of contact for escalation and de-escalation
  • Ensure time charging is accurate and managed effectively
  • Reviewing and approving time entries against customer's project codes
  • Tracking, managing, and reporting customers' budget of pre-paid time
  • Reviewing and approving invoices and statements prior to submission to customer
  • Liasing with internal support teams and customer contacts
  • Ensuring operational teams are aware of changes and service operation activities e.g. maintenance/downtime windows
  • Updating internal and external customer documentation regularly
  • Providing feedback to Line Manager(s) of AMS consultants, TMS consultants, and Hosting resources
  • Attending regular meetings/calls with Account Managers to develop and maintain awareness of all activity across customer's services
Scheduled Activities
  • Analyse support activities and initiate appropriate measures if required
  • Production of reports (weekly/monthly/quarterly) dependent on customer's requirements
  • Attend customer meetings – either remotely or face-to-face – to present/discuss reports (weekly/monthly/quarterly) dependent on customer's requirements
  • Identify and drive improvement opportunities
  • Define and manage priorities (in collaboration with customer)
  • Track and report financial information related to assigned account(s)

We are committed to delivering exceptional customer service and are seeking a skilled and experienced professional to join our team. If you are passionate about delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.

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