Service Delivery Lead

6 days ago


Manchester, United Kingdom The Portfolio Group Full time
Job Description

A leading HR Software provider in Manchester is seeking an experienced Client Care Manager to join their team.

This is a fast-paced role where you will play a key part in implementing and maintaining best practices, sharing success stories with global entities, and driving improvements in service delivery, client sentiment, and user engagement of all products.

Main Responsibilities:
  1. Deliver Outstanding Customer Service
  2. Manage and Coach the Customer Care Team
  3. Ensure SLA Delivery and Adherence
  4. Provide Management Information on Team Performance
  5. Drive Uniform Client Concern Approach
  6. Analyse Themes and Trends Data
  7. Increase Client Usage of UKI Web and Mobile Products
  8. Reduce Client Cancellations and Complaints
  9. Review Sales and Customer Service Processes
  10. Collaborate with Stakeholders to Improve Customer Engagement

The ideal candidate will have strong management skills, outstanding customer service skills, excellent communication skills, attention to detail, ability to prioritise workload under pressure, and good organisational skills.



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