Customer Service Excellence Manager
1 week ago
At IP Integration, we pride ourselves on creating intelligent contact centre and IT solutions that set us apart in the industry. With a rich heritage of over 24 years in delivering cutting-edge contact centre solutions to businesses across the UK, we invest heavily in customer experience, our people, and our culture.
We're an agile, highly accredited organisation dedicated to putting people at the heart of everything we do. Our commitment to being a Disability Confidence Employer demonstrates our inclusive approach to recruitment, offering an interview to disabled people when they meet the role requirements and providing reasonable adjustments where needed.
Job SummaryWe're seeking a high-performing, self-motivated Customer Service Excellence Manager who is driven by building exceptional relationships with our customers and delivering against strong service delivery methodology and principles. The successful candidate will be responsible for developing, operating, and continually improving services for our customers.
The estimated salary range for this role is £60,000 - £80,000 per annum, depending on location and experience.
Key Responsibilities- Service Development and Improvement: Develop, operate, and continually improve services for our customers, ensuring they meet their needs and expectations.
- KPI and SLA Management: Deliver and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), highlighting achievements and areas for improvement during regular formal Service Reviews with customers.
- Stakeholder Management: Manage and communicate effectively with key stakeholders, both internally and externally, regarding the service being delivered.
- Contract Compliance: Ensure services are provided in accordance with the customer's contract, identifying and mitigating any potential risks or issues.
- Risk Management: Identify, mitigate, and manage risks to and within the service, ensuring minimal disruption to our customers.
- Service Transition and Onboarding: Manage the service transition, onboarding, and migration process for customers adopting, upgrading, changing, or exiting IPI services.
- Customer Churn Mitigation: Help minimise customer churn and assist in the contract renewal process, encouraging customer adoption of enhanced services and other IPI offerings.
- IT Environment Knowledge: Familiarity with Unified Communications (UC), Contact Centre, and IT environments.
- ITIL Practices: Strong knowledge of Information Technology Infrastructure Library (ITIL) practices.
- Collaboration and Communication: Proven ability to collaborate, communicate, and present effectively, with excellent report writing and data analytics skills using tools like the MS 365 Suite.
- Service Transition Methodologies: Good understanding of Service Transition methodologies.
IP Integration is a Disability Confidence Employer committed to inclusivity and accessibility in all aspects of our business. We offer a supportive environment, opportunities for growth and development, and a competitive salary package.
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