Customer Service Delivery Manager

Department: Service - Service Management

Location: UK/Knutsford

Description

This is an exciting role supporting our customers in a positive and great team environment. We are an Investor in People Gold awarded Company. Our culture is of continuous improvement and delivering the best for our customers.

To be the interface between the customer and Glory for service-related communications. To assist the Sales and Service team under the direction of the Operations Manager by pro-actively managing the customer experience. Working in conjunction with, the Project, Sales and Service Departments to ensure client satisfaction while remaining as a direct contact for customers.

To be an advocate for Glory through a thorough understanding of the business strategy and helping to articulate it both internally and externally. To proactively identify and deliver improvement initiatives in line with the strategy to create differentiation for Glory.

Key Responsibilities

• Improve customer service experience, create engaged customers and facilitate growth.


• Establishing and maintaining strong relationships with internal and external stakeholders


• Support New Business Engagement process. Assist in completing RFP and RPI documentation to a high standard.


• Provide help and advice to customers using Glory products or services.


• Generating business opportunities with existing customers.


• Continuous Improvement of customer service procedures, policies and standards for Glory


• Taking a lead role in the preparation/presentation and co-ordination of information during service reviews.


• Timely creation of MI reports and the presentation of these reports to customers.


• Creation and implementation of any Service improvement plans as required.


• Keep accurate records and document customer service actions and discussions.


• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on, including attending and facilitating of workshops.


• Prepare quotations for customers in line with Glory costs and contractual obligations.


• Daily collaboration and mentoring of customer service teams and other internal departments.


• Be an advocate for a culture of continuous improvement for both Glory and our customer base.


• Accompany account management or onsite/client visit presentations.

Skills, Knowledge & Expertise

Experience & Qualifications

• Extensive experience working in customer service, call centre, or technical helpdesk environment


• A good level of education, business qualification desirable

Other requirements

• Clean Driving license required.


• Travel to customers will be required. Ad hoc trips (with prior notice) as business requires.


• Occasional requirement for "Out of Hours" Escalation rota.

Required Skills & Competencies

• Excellent communication skills.


• Confident, pro-active, enthusiastic, assertive, ability to negotiate, and communicate at all levels, including external service partners and suppliers.


• Able to work on own initiative and as part of a close-knit team


• Capable of challenging the status quo


• Demonstrable experience with process & policy improvements


• Strong analytical, problem solving and data manipulation skills.


• Able to identify areas for improvement.


• Must possess the ability to maintain flexibility and openness to a rapidly changing environment

Job Benefits

• 25 days' holiday a year plus bank holidays with the opportunity to buy up to five additional days


• Car allowance


• Competitive company pension scheme


• Ongoing training and development


• Private medical insurance for all employees (enhanced membership can be purchased for other family members)


• Dental insurance for all employees


• Life assurance


• Income protection scheme


• Employee assistance programme


• Employee Wellbeing events and Mental Health First Aiders


• Employee My Benefits portal offering extensive retail discounts


• Free office parking


• While the role offers the freedom to work remotely, you will be required to attend our office in Knutsford at least three days per week to foster collaboration and engagement.