At a Glance
- Tasks: Manage relationships with Tier 3 customers and ensure a top-notch service experience.
- Company: Join ANS, a dynamic tech company that values openness and innovation.
- Benefits: Enjoy 25 days holiday, private health insurance, and flexible working options.
- Other info: Embrace a fun, inclusive culture with opportunities for personal growth.
- Why this job: Be the voice of the customer and drive service excellence in a supportive environment.
- Qualifications: Experience in Service Management and strong communication skills are essential.
The predicted salary is between 27000 - 33000 £ per year.
The role involves taking ownership of relationships with Tier 3 customers, acting as their main point of contact from a service perspective. Responsibilities include ensuring a smooth transition into service, building strong partnerships, and championing the customer’s voice within ANS.
What will I be doing?
- Own and grow Tier 3 customer relationships, managing escalations and major incidents to ensure a customer-first experience throughout the lifecycle.
- Deliver proactive service management and governance, including SMRs, SLA/KPI adherence, renewal forecasting, customer health monitoring, and continuous service improvement initiatives.
- Drive customer retention, satisfaction, and commercial growth by improving CSAT, KORE, NPS, Trustpilot engagement, identifying upsell opportunities, and reducing churn risk.
- Collaborate across ANS teams to support onboarding, transitions to BAU, issue resolution, service improvements, and maintain ITIL best practice standards.
- Provide service oversight and accountability, ensuring contractual obligations are met and unresolved issues are escalated appropriately.
- Build strong internal and customer partnerships by understanding customer needs and fostering a one-team approach across the business.
- Maintain professional development through ongoing learning, certifications, knowledge sharing, and additional responsibilities as required.
What will I bring to the role?
- Proven experience in Service Management and ITIL processes.
- Excellent communication, interpersonal, and stakeholder management skills.
- A focus on continuous improvement.
- Knowledge of the ANS customer journey.
- Proactive attitude to set the standard of what good looks like across the team.
- Eye for detail to drive continual process improvement.
Why work for ANS?
At ANS, we’ve created a place where everyone can be themselves, empowering our people to get the job done. We invest in our people through training, development, health, and more, providing benefits and flexibility to maintain a happy work-life balance.
What’s in it for you?
- 25 days’ holiday, plus the option to buy up to 5 more days.
- Your birthday off, and an extra celebration day.
- 5 additional holiday days in the year you get married.
- 5 volunteer days.
- Private health insurance.
- Pension contribution match and 4 x life assurance.
- Flexible working and work from anywhere for up to 30 days per year (some exceptions).
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay.
- Company social events.
- Electric car scheme.
- 12 days of personal growth development time.
ANS is an equal opportunities employer, encouraging diversity and treating all applications fairly.
Junior Service Manager in Manchester employer: ANS Group Limited
At ANS, we pride ourselves on fostering an inclusive and dynamic work environment where every employee can thrive. With a strong emphasis on personal development, we offer extensive training opportunities, flexible working arrangements, and a range of generous benefits including additional holiday for special occasions and volunteer days. Join us in Manchester, where your authentic self is valued, and be part of a team that champions innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Service Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ANS Group Limited. 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 ANS Group Limited 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 Junior Service Manager in Manchester
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 ANS Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at ANS Group Limited 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 ANS Group Limited!
How to prepare for a job interview at ANS Group Limited
✨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.
