Customer Service Delivery Manager in Birmingham
Customer Service Delivery Manager in Birmingham

Customer Service Delivery Manager in Birmingham

Birmingham Full-Time 22200 - 37000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Manage customer operations, oversee deliveries, and ensure top-notch service delivery.
  • Company: Join Bertelsmann, a global leader in media and services with 117,000 employees worldwide.
  • Benefits: Enjoy 25 days annual leave, pension contributions, and employee discounts.
  • Why this job: Be part of a dynamic team that values creativity and problem-solving in a supportive environment.
  • Qualifications: Customer-focused mindset, strong communication skills, and proficiency in Microsoft and SAP WMS.
  • Other info: Work in Birmingham with free parking and opportunities for professional growth.

The predicted salary is between 22200 - 37000 £ per year.

Company description:

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

Job description:

Salary: £37,000.00
Location: Hams Hall
Hours: 40 hours per week, Monday to Friday

The Customer Service Delivery Manager is a critical position within our Key Account Management structure that reports into the Key Account Manager. It encompasses a multitude of tasks involved in customer management and operations to ensure the efficient and effective execution of customers\’ business. The role is responsible for coordinating all activities relating to customer management tasks and ensuring proper execution in key responsibilities and deliverables.

Your tasks

Overseeing the daily operational performance and KPI achievement for your customer includes:

  • Managing inbound/outbound deliveries, returns, and the transfer of related information back to customers and resolving any related issues.
  • Lead and/or support internal and external weekly sync meetings and drive completion of relevant actions
  • Manage the preparation and implementation of monthly and quarterly client meetings, providing insight into all service-related matters.
  • Work with nominated clients to develop an understanding of their needs and ensure they are met.
  • Liaise with other Arvato departments to progress any ad hoc operational and transport requirements.
  • Point of contact for internal and external escalations where you will recognise, investigate, resolve, and communicate queries in line with the customer SLAs.
  • Manage operational and transport performance for launch events or continuous improvement projects.
  • Analyse data for KPI reports and provide written investigation results and corrective action plans
  • Manage the analysis of scheduled cycle count data and associated follow-up actions in line with customer requirements and agreed process
  • Manage client-relevant performance reports including open orders, returns, and backlogs, and provide non-compliance feedback to the customer.
  • Analyse and report on any transport-related queries that have resulted in a cost to the business.

Your profile

Someone who has a customer-centric mindset and thrives on problem-solving, as well as:

  • The ability to build relationships
  • Excellent verbal and written communication skills
  • The ability to prioritise a busy workload and can work to tight timeframes
  • Good PC skills, including, Microsoft packages and has worked with SAP WMS and Power BI

What we offer

  • 25 days annual leave plus 8 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 Parking

Profile description:

Customer Service Delivery Manager in Birmingham employer: Arvato

Bertelsmann is an exceptional employer, offering a dynamic work environment in Birmingham where creativity and entrepreneurship thrive. As a Customer Service Delivery Manager, you will benefit from a supportive culture that prioritises employee growth, with opportunities for professional development and a comprehensive benefits package including generous annual leave, pension contributions, and an Employee Assistance Programme. Join us to be part of a global leader in media and services, where your contributions directly impact customer satisfaction and operational excellence.
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Contact Detail:

Arvato Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Service Delivery Manager in Birmingham

✨Tip Number 1

Familiarise yourself with the key performance indicators (KPIs) relevant to customer service delivery. Understanding how these metrics are measured and what they mean for the business will help you demonstrate your ability to manage operational performance effectively.

✨Tip Number 2

Network with current or former employees of Bertelsmann, especially those in customer service roles. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during interviews.

✨Tip Number 3

Prepare to discuss specific examples of how you've successfully managed customer relationships and resolved issues in the past. Highlighting your problem-solving skills and customer-centric mindset will resonate well with the hiring team.

✨Tip Number 4

Research the tools and software mentioned in the job description, such as SAP WMS and Power BI. Familiarity with these systems will not only boost your confidence but also show your commitment to being effective in the role from day one.

We think you need these skills to ace Customer Service Delivery Manager in Birmingham

Customer-Centric Mindset
Problem-Solving Skills
Relationship Building
Excellent Verbal Communication
Excellent Written Communication
Time Management
Proficiency in Microsoft Office Suite
Experience with SAP WMS
Experience with Power BI
Operational Performance Management
KPI Analysis and Reporting
Data Analysis
Escalation Management
Attention to Detail
Ability to Work Under Pressure

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer service and management. Use keywords from the job description, such as 'KPI achievement', 'customer management', and 'problem-solving' to demonstrate your fit for the role.

Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-centric mindset and ability to build relationships. Mention specific examples of how you've successfully managed customer operations or resolved issues in previous roles.

Highlight Relevant Skills: In your application, emphasise your verbal and written communication skills, as well as your proficiency with Microsoft packages, SAP WMS, and Power BI. These are crucial for the Customer Service Delivery Manager position.

Showcase Problem-Solving Abilities: Provide examples in your application of how you've tackled challenges in customer service settings. This could include managing escalations or improving operational performance, which aligns with the responsibilities of the role.

How to prepare for a job interview at Arvato

✨Understand the Company Culture

Before your interview, take some time to research Bertelsmann's values and culture. Understanding their focus on creativity and entrepreneurship will help you align your answers with what they value in a candidate.

✨Showcase Your Customer-Centric Mindset

As a Customer Service Delivery Manager, it's crucial to demonstrate your customer-centric approach. Prepare examples from your past experiences where you successfully resolved customer issues or improved service delivery.

✨Prepare for Data Analysis Questions

Since the role involves analysing data for KPI reports, be ready to discuss your experience with data analysis tools like Power BI and SAP WMS. Bring specific examples of how you've used data to drive decisions or improvements.

✨Practice Your Communication Skills

Excellent verbal and written communication skills are essential for this position. Practice articulating your thoughts clearly and concisely, and consider preparing a brief presentation on a relevant topic to showcase your communication abilities during the interview.

Customer Service Delivery Manager in Birmingham
Arvato
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  • Customer Service Delivery Manager in Birmingham

    Birmingham
    Full-Time
    22200 - 37000 £ / year (est.)

    Application deadline: 2027-07-28

  • A

    Arvato

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