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For Companies At a Glance
- Tasks: Lead and develop customer service teams to deliver exceptional results and drive operational excellence.
- Company: Join Bertelsmann, a global leader in media and services with a creative and entrepreneurial spirit.
- Benefits: Enjoy 25 days leave, pension contributions, life assurance, and employee discounts.
- Why this job: Make a real impact by leading innovative customer service solutions for top brands.
- Qualifications: Experience in customer service leadership, strategic thinking, and team development required.
- Other info: Dynamic role with opportunities for growth and transformation in a supportive environment.
The predicted salary is between 43200 - 68400 £ per year.
Bertelsmann is a media, services and education company that operates in about 50 countries around the world. It includes the broadcaster RTL Group, the trade book publisher Penguin Random House, the magazine publisher Gruner + Jahr, the music company BMG, the service provider Arvato, the Bertelsmann Printing Group, the Bertelsmann Education Group, and Bertelsmann Investments, an international network of funds. The company has 117,000 employees and generated revenues of €17.1 billion in the 2015 financial year. Bertelsmann stands for creativity and entrepreneurship. This combination promotes first-class media content and innovative service solutions that inspire customers around the world.
Salary: Up to £58,000 p.a
Location: East Mids, Derby site
Hours: 40 hours per week
Arvato is a global leader in customer experience, business process outsourcing and digital transformation. We partner with some of the world’s most recognisable brands to deliver exceptional customer service at scale. As we continue to grow, we are seeking an experienced Senior Customer Service Delivery Manager to lead operational excellence across our client accounts and ensure that our service teams deliver outstanding results.
Your Tasks:
- Lead, manage and develop customer service delivery teams across multiple operational areas.
- Own end-to-end service performance, ensuring KPIs, SLAs and client expectations are consistently met or exceeded.
- Build and maintain strong relationships with client stakeholders, acting as the primary operational contact.
- Monitor performance metrics and implement data-driven strategies for service improvement.
- Onboarding and implementation of new businesses into the CSD structure.
- Manage internal communication and reporting tools and internal escalation management.
- Client invoicing preparation.
- Drive operational efficiency through optimisation, innovation and best-practice processes.
- Oversee resource planning, budgeting, and operational forecasting to ensure service stability and scalability.
- Lead continuous improvement initiatives, ensuring Arvato’s quality and compliance standards are upheld.
- Support change management and transformation projects across the account.
- Mentor and develop team leaders and managers to support succession planning and staff engagement.
Your Profile:
- Experience of leading a team in a Customer Service environment within the Supply Chain sector.
- P&L and budget knowledge/experience highly desirable - Invoicing preparation.
- Strategic and conceptual thinker.
- Innovative and proactive approach to problem solving.
- Result-oriented focus for self and the team.
- Experience in team and people development/management.
- Strong communication skills and ability to communicate and present to senior management and multiple departments.
- IT literate – SAP and BI experience preferable.
- Fully support and demonstrate Leading at Arvato behaviours: Grow Together, Commit & Deliver, Shape Our Future.
We Offer:
- 25 days annual leave plus 8 UK bank holidays with the option to purchase up to an additional 5 days.
- Pension contribution.
- A life assurance policy that pays out 4 x Salary.
- Employee Assistance Programme that provides you with confidential support, information, and advice to help you.
- Employee Discount Scheme through Benefit Hub.
- Free car parking.
Senior Customer Service Delivery Manager in Lockington employer: Arvato SCM UK Ltd
Contact Detail:
Arvato SCM UK Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Delivery Manager in Lockington
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Customer Service Delivery Manager role.
✨Tip Number 2
Prepare for interviews by researching Bertelsmann and Arvato thoroughly. Understand their values, recent projects, and how they operate. We want you to show them that you’re not just another candidate, but someone who genuinely cares about their mission and can contribute to their success.
✨Tip Number 3
Practice your answers to common interview questions, especially those related to team leadership and operational excellence. We suggest using the STAR method (Situation, Task, Action, Result) to structure your responses. This will help you articulate your experience effectively and impress the hiring managers.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. We believe that this small gesture can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Senior Customer Service Delivery Manager in Lockington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Customer Service Delivery Manager role. Highlight your experience in leading teams and managing customer service delivery, especially within the Supply Chain sector. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role at Arvato. Share specific examples of how you've driven operational excellence and built strong client relationships in the past.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics and data to demonstrate how you’ve met or exceeded KPIs and SLAs in previous roles. We love seeing results-driven candidates!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Arvato SCM UK Ltd
✨Know Your Numbers
As a Senior Customer Service Delivery Manager, you'll need to be comfortable with KPIs and SLAs. Brush up on relevant metrics and be ready to discuss how you've met or exceeded them in your previous roles. This shows you understand the importance of performance in customer service.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in a customer service environment. Think about specific challenges you've faced and how you motivated your team to overcome them. Highlighting your experience in team development will resonate well with the interviewers.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific situations, like managing client expectations or implementing new processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your problem-solving skills effectively.
✨Communicate Your Vision
Articulate your strategic thinking and innovative approach during the interview. Discuss how you would drive operational efficiency and continuous improvement within the team. This will show that you're not just focused on the present but also on shaping the future of customer service delivery.
