Customer Services Specialist - Uxbridge, Middlesex

Canon UK is looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development. This is an exciting opportunity to join a global organization as a Customer Services Specialist responsible for the day-to-day operational management of assigned functions with our outsource partners. This includes indirect management of team leaders within our outsource partners, to drive SLA and process adherence.

What we give: In addition to a salary of between £29,188-£30,809 depending on experience, you will also be eligible for a performance-based bonus. We have recently implemented a new range of flexible benefits including a strong contributory pension plan, private healthcare, life cover, an Employee Assistance Programme plus employee discounts on Canon products. Canon also champions hybrid working and a flexible working policy, with a minimum of 25 days holiday per year. Lastly, you’ll find that Canon encourages continuous Learning and Development with a wide range of resources and support available on demand.

What we ask: As our Customer Services Specialist, your key responsibilities and tasks are:

• Supports the Service Outsourcing Manager with the ongoing optimisation of the Services and Support outsourced operations for all aspects of the Canon business through involvement in multiple improvement projects.
• Guards the overall operational performance of the outsource partners and ensures that all necessary targets and goals are being achieved by both internal and external parties. In cases where this is not happening, raises the issue via appropriate channels to ensure adequate and speedy resolution.
• Act in the capacity of Subject Matter Expert, both of procedures and systems utilised by teams within your sphere.
• Work with outsource partner to ensure smooth implementation of all agreed process changes. Ensure that all process changes are approved and documented.
• Respond to and resolve enquiries, complaints or requests that are escalated through the outsource partner and via internal stakeholders, ensuring a high level of customer service is maintained. Review each for process and performance improvements.
• Identifies gaps in training received by all applicable outsource partner staff and ensures that these are adequately picked up by the necessary training resources.
• Ensures all outsource partner policies and procedures are fully documented, up-to-date and clearly communicated to all necessary staff. This includes any new procedures which need to be created or implemented as a result of a business requirement.
• Ensures processes and procedures are being followed and applied consistently across all outsource partner operations. Carries out a range of activities owned by the retained Customer Services organisation, prioritising each according to SLAs.

You will need:

• Minimum of two years recent operational experience working in an in-house or outsourced customer services team.
• Capacity to work in an environment focused on superior customer service and continuous business performance improvement.
• An appreciation of outsourcer workplace culture differences and how this can affect the operational work outcomes.
• Excellent communication skills – verbal and written.
• High level of attention to detail and accuracy in written communication.
• Task and goal orientated, with high energy levels and a sense of urgency with the ability to prioritise issues.
• Strong analytical and problem-solving skills.
• Excellent Time Management skills.
• A sound level of business comprehension.
• Outstanding team player that is committed to taking on challenges and who is passionate about achieving the desired results.
• A willingness to learn.

You will also show:

• Act as a Team Player
• Apply high standards of Accuracy
• Create Solutions to Problems
• Drive for Results
• Focus on the Customer