Customer Services Manager

Washington

Permanent

Competitive Salary & Benefits

Freedom Group have a fantastic opportunity for a Customer Service Manager to join our team in Washington. This is a pivotal role responsible for leading the customer service function, ensuring exceptional service delivery, and driving continuous improvement across our operations.

You’ll report to our Operations Director for the region and work closely with internal teams and our DNO partner (NPg) to ensure we exceed customer expectations and regulatory standards.

Some of the key deliverables in this role include:

• Improve Customer Service Experience: Create engaged customers and facilitate organic growth.
• Issue Resolution: Take ownership of customer issues and follow problems through to resolution.
• Mission and Strategy: Set a clear mission and deploy strategies focused on achieving it.
• Develop Procedures: Establish service procedures, policies, and standards.
• Record Keeping: Maintain accurate records and document customer service actions and discussions.
• Data Analysis: Analyze statistics and compile accurate reports.
• Team Management: Recruit, mentor, and develop customer service agents, fostering an environment of encouragement and empowerment.
• Industry Awareness: Stay ahead of industry developments and apply best practices.
• Resource Management: Control resources and utilize assets to achieve qualitative and quantitative targets.
• Budget Management: Adhere to and manage the approved budget.
• Workflow Management: Maintain an orderly workflow according to priorities.

Main accountabilities:

• Develop the CESC strategy for Customer Service excellence to support all customers under RIIO ED2 and maximise DNO (NPg) performance under the Customer Service incentive scheme.
• Manage the interface with NPg at senior manager/director level, ensuring regular meetings and reporting any failures or jeopardy on low scores.
• Identify improvement areas in Customer Service delivery and implement process improvements and training to ensure consistent 10/10 scoring.
• Lead internal reporting on BMoCS, Guaranteed Service Standards, complaints, and praise. Prepare KPI reporting for the CESC F/Wk.
• Take ownership of the NPg Plan Ten customer service improvement initiative.
• While initially focused on the NPg area, this role may expand to cover all Network Services regions.

What we’re looking for:

We’re looking for a confident and experienced Customer Service Manager who brings strategic vision, operational excellence, and a passion for customer satisfaction. You’ll ideally have:

• Proven experience as a Customer Service Manager, with DNO experience and knowledge of BMoCS.
• Excellent knowledge of management methods and techniques.
• Proficiency in customer service software, databases, and tools.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking abilities.
• A customer service orientation and a proactive mindset.
• A BS degree in Business Administration or a related field.

Benefits:

We\’re always evolving our benefits to ensure we\’re attracting and retaining great people. Some of what you can expect includes:

• Salary sacrifice car scheme (Hybrid/Electric Vehicle)
• 25 Days Holiday + Bank Holidays with an option to Buy/Sell additional days
• Pension with a leading provider and up to 8% employer contribution
• Personal Wellbeing and Volunteer Days
• Private Medical Insurance
• Life Assurance
• Free 24/7 365 Employee Assistance Program to support mental health and well-being (including counselling sessions and legal advice)
• Flexible benefits to choose from including: Dental Insurance, Gym Membership, Give-As-You Earn, Travel Insurance and Tax Free Bikes.

Next Steps:

As a business, we’re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.

We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met.

About Us

Freedom are part of the NG Bailey Group, one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training.

Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies.

Progression is something we value and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be.

#Freedom

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