As part of our continued commitment in developing our support for customers and partners, we have a new exciting role responsible for all aspects of customer service, support, delivery and operations. Leading and managing the operational support team towards a best-in-class customer service culture
- Leadership and People Management
Lead and manage the Operational Support Team to a highly professional and smooth customer on-boarding and support experience.
Management of the Customer Support system, ensuring that the teams make regular, appropriate and accurate updates to all categories of tickets.
Ensuring that the Operational Support Team provide a 24 hr response capability and oversee the management of the on-call rota to ensure a fully operational service.
Management of the Service Delivery function.
- Be the Customer Advocate and Build Effective Stakeholder Relationships
Responsible for building a customer-centric company.
Responsible for responding and resolving customer escalations.
Work closely with key internal stakeholders including Product Managers, to understand the operational requirements and interactions for new or amended products/services.
Work closely with internal teams to investigate and resolve complaints to a satisfactory conclusion.
To attend customer and partner meetings and events to explain the UKCloud Operational Support model.
Establish and monitor key metrics to drive continuous improvement for service levels and individual/ team performance.
Manage KPI’s to ensure a high level of customer satisfaction.
Reduce client churn.
Drive growth from our current account base.
A successful track record of delivering customer service in an IT-related field and clearly demonstrate: - Leadership qualities in the creation of customer service strategy and its delivery through people; - Operational leadership and delivery of exceptional customer satisfaction; - An absolute focus on positive customer outcomes through people and by creating agility through teams.
IT industry / Technology Services and 24/7 environment experience
ITIL v3 foundation certificate
Higher ITIL qualifications desirable.
Proven customer-centric mind-set and leadership ability
Knowledge and experience with IT systems and platforms
Highly effective communication and interpersonal skills; able to communicate with senior stakeholders and external parties (including customers).
Commercial awareness. Good understanding of customer service management and resolution.
Experience of maintaining ISO 20000.