At a Glance
- Tasks: Manage customer accounts, ensuring satisfaction and resolving issues while delivering top-notch service.
- Company: Join a leading compliance software provider based in Wakefield, known for innovation and growth.
- Benefits: Enjoy a dynamic work environment with opportunities for professional development and potential remote work.
- Other info: This role is mainly office-based, with occasional travel to customer sites across the UK.
- Why this job: Be part of a supportive team focused on customer success and personal growth in a thriving industry.
- Qualifications: Strong communication, problem-solving skills, and a passion for customer management are essential.
The predicted salary is between 36000 - 60000 £ per year.
Our Client is an industry-leading compliance software provider based in Wakefield, West Yorkshire. Due to business expansion, we are looking for a highly motivated and proactive individual to join our Customer Retention and Acquisition team.
It is the role of the Service Delivery Manager (SDM) to retain and grow nominated accounts, focusing on maintaining high levels of customer satisfaction with the company's services through managing projects, fixing any issues and delivering a high-quality service. The SDM will report directly to the Head of Service Delivery, as well as work closely with the company's sales team.
Job Duties
- Manage customer and contract service reviews on a regular basis, record minutes and actions.
- Act as focal point for any escalated customer issues.
- Produce any required service reporting.
- Manage any contract changes through the Contract Change Process.
- Maintain accurate contract data in Sharepoint.
- Ensure all contracts have signed Subscription License Agreement.
- Train customers on the product as required.
- Work with and support delivery teams on any required issues.
- Manage renewal schedule for accounts, target 100% renewals.
- Update CRM daily with accurate client information, timescales, qualification percentages, sales values and follow up actions.
- Produce correctly worded, accurate and timely proposals in line with the company's pricing guidelines.
- Gain referrals from all contacts, prospects, new and existing customers.
- Obtain details of relevant energy contacts from within your customers to pass onto the energy sales team.
- Qualify and when agreed with your Line Manager, respond to opportunities in a professional and timely manner.
- Produce Monthly Target list of business opportunities (Yellow List) or as requested by your Line Manager from time to time.
- Achieve Quarterly Targets.
Skills
- Customer management
- Communication
- Presentation
- Negotiation
- Meeting commitments
- Problem solving
- Report writing
Knowledge of Software as a Service would be desirable, but not essential. This is a mainly office based role.
Expected Behaviour
- Time and Attendance in accordance with company policy when in office.
- Attendance at customer premises around the UK on a timely basis.
- Smart and presentable appearance.
- Submit expenses in line with company policy.
- Suggest improved ways of working.
- Professional Telephone Manner.
- Work in accordance with company Policies & Procedures in accordance with the Company Handbook.
Service Delivery Manager in Wakefield employer: 1st Select
1st Select is an excellent employer for Graduate Mechanical & Electrical Surveying Engineers, offering a dynamic work culture that fosters collaboration and innovation. With a strong emphasis on professional development, employees benefit from extensive training opportunities and the chance to travel across the UK, enhancing both their skills and career prospects. The supportive environment and commitment to high-quality service make it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Wakefield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 1st Select. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 1st Select before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Delivery Manager in Wakefield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 1st Select:Your cover letter is your chance to shine! Tell us why you want to work at 1st Select specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 1st Select!
How to prepare for a job interview at 1st Select
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
