Customer Service Operations Manager

6 days ago


Redditch, Worcestershire, United Kingdom Arcus Solutions Full time

At Arcus Solutions, we are seeking a highly skilled Customer Service Operations Manager to join our team. This role will be responsible for assisting the Reporting and Planning Manager in proactively managing work orders, ensuring they meet agreed Service Level Agreements (SLAs).

The ideal candidate will have a strong understanding of field-based planning and scheduling operations, including knowledge of Computer-Aided Facility Management (CAFM) and customer service best practices. Experience in the retail industry is desired but not essential.

We are looking for a detail-oriented individual with excellent communication skills, able to work under pressure and meet tight deadlines. The successful candidate will be part of a fast-paced team, working closely with engineering teams, dispatch, and other stakeholders to drive performance and mitigate risks.

This is a 40-hour per week role, working 7am-7pm across 7 days. We offer a competitive salary of £28,938 per annum, depending on experience, as well as a range of benefits including a discretionary bonus scheme, 25 days annual leave, and a generous contributory pension scheme.

  • Key Responsibilities:
  • Assist the Reporting and Planning Manager in managing work orders to meet SLAs.
  • Identify and address potential issues to prevent failures.
  • Manage work orders requiring parts and ensure completion within SLA parameters.
  • Collaborate with engineering teams and other stakeholders to drive performance and mitigate risks.
  • Act as the central point of contact for complex work orders.
  • Communicate with customer service teams to manage expectations.

Requirements:

  • Strong understanding of field-based planning and scheduling operations.
  • Knowledge of CAFM and customer service best practices.
  • Excellent communication and problem-solving skills.
  • Attention to detail and ability to work under pressure.


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