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- Tasks: Lead customer service operations and ensure top-notch support for UK Defence clients.
- Company: Market-leading Defence client based in Twickenham.
- Benefits: Competitive salary, career growth, and a chance to work in a dynamic environment.
- Why this job: Be the key contact for customers and drive exceptional service satisfaction.
- Qualifications: Experience in service delivery, ITIL accreditation, and strong technical knowledge.
- Other info: Join a supportive team focused on continuous improvement and customer success.
The predicted salary is between 36000 - 60000 £ per year.
A market leading Defence client of ours based in Twickenham is currently in the market for a Customer Service Manager. As a Customer Service Manager, you are the first point of contact for all their customers regarding service agreements and SLA’s. Your role is all about providing exceptional support to a number of their UK based customers. You are responsible for supporting their customers continuously to ensure high levels of customer satisfaction together with ensuring the technical stability of their systems. You will use a broad range of systems and technologies across multiple domains and technologies to do this.
Your main day-to-day responsibilities would include:
- Manage day to day service operation and ensure service, customer expectations and delivery are achieved and exceeded.
- Own and fully understand the Service definitions and SLA definitions.
- Ensure that we are delivering to contractual requirements.
- Be first escalation point of contact for the customer base around all aspects of their service, including during major or Service impacting Incidents to advise of progress.
- Enable achievement of maximum Customer Service satisfaction levels and SLA’s via measuring, tracking and reporting, including Continuous Service Improvement activity.
- Planning, forecasting and regular reporting of service projects and their allocated budget and resources.
- Drive and Manage Change Requests from the customer.
- Accountable for the technical stability/functionality of the designated systems.
- Escalating operative, technical or financial issues as relevant.
- Responsible for driving the Service Review meetings as required, discussing service performance, working with all stakeholders to deliver satisfaction and improvement.
- In conjunction with service stakeholders, ensures that all Service documentation/material is maintained and updated, and relevant reporting delivered.
Experience required for this role:
- Strong Service Delivery or Service Desk support management background within a Defence environment.
- Commercial / technical know-how in the service sector.
- Experience of working within an ITIL Service Organisation.
- ITIL Foundation or higher accreditation.
- Good knowledge of current technology including Microsoft operating platforms, virtualisation, cloud-based services, Linux, LAN and WAN.
Customer Service Manager (Defence) employer: Advanced Resource Managers
Contact Detail:
Advanced Resource Managers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager (Defence)
✨Tip Number 1
Network like a pro! Reach out to your connections in the Defence sector and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of SLAs and service delivery. We recommend practising common interview questions related to customer service management, especially in a Defence context. Show them you know your stuff!
✨Tip Number 3
Don’t forget to showcase your achievements! When you get the chance to chat with potential employers, highlight specific examples of how you've improved customer satisfaction or managed service operations effectively. Numbers speak volumes!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who can bring their expertise to the table, especially in roles like Customer Service Manager.
We think you need these skills to ace Customer Service Manager (Defence)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Manager role. Highlight your experience in service delivery and any relevant ITIL certifications. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service in the Defence sector. Share specific examples of how you've exceeded customer expectations in the past.
Showcase Your Technical Skills: Since this role involves a range of technologies, don’t forget to mention your technical know-how. Whether it's cloud services or Linux, let us know how you can contribute to the technical stability of our systems.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Advanced Resource Managers
✨Know Your SLAs Inside Out
Make sure you fully understand the service level agreements (SLAs) relevant to the role. Be prepared to discuss how you've managed SLAs in previous positions and how you can ensure they are met or exceeded in this new role.
✨Showcase Your Technical Know-How
Brush up on your knowledge of the technologies mentioned in the job description, like Microsoft platforms, virtualisation, and cloud services. Be ready to explain how you've used these technologies to enhance customer service in past roles.
✨Prepare for Scenario Questions
Think about potential scenarios you might face as a Customer Service Manager, especially during major incidents. Prepare examples of how you've successfully handled similar situations, focusing on your problem-solving skills and ability to communicate effectively with customers.
✨Highlight Continuous Improvement Initiatives
Be ready to discuss any continuous service improvement activities you've led or been part of. Show how you measure success and track improvements, as this will demonstrate your commitment to enhancing customer satisfaction and operational efficiency.