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- Tasks: Lead a team to ensure top-notch customer service and drive continuous improvement.
- Company: Dynamic organisation focused on customer satisfaction and innovation.
- Benefits: Full-time role with flexible hours, competitive salary, and career development opportunities.
- Other info: Opportunity to mentor junior staff and collaborate across the tech community.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in service management and strong leadership skills.
The predicted salary is between 55000 - 65000 £ per year.
As the Lead Service Manager, your main day to day responsibilities will be:
- Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
- Identifying appropriate suppliers to deliver services, working with them to agree the approach based on the defined outcomes.
- Effectively engaging with senior stakeholders, to ensure alignment and to manage challenges and escalations from the Service Management teams.
- Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation and having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services.
- Making decisions regarding cost reductions and opportunities based on supplier financial performance.
- Acting as the main escalation point for the wider Service Management team, invoking the Home Office Digital risk escalation process when required and engaging relevant stakeholders in resolution activities.
- Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
- Building effective partnerships across the technology organisation to share best practice, demonstrating leadership qualities by mentoring and line managing members of the community, supporting them to perform to their full potential and driving succession planning.
- Mentoring more junior members of the Service Management community, taking online management responsibilities, if required.
- Participating and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Working pattern: Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available. Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours.
Lead Service Manager in Manchester employer: Government Recruitment
Contact Detail:
Government Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Service Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Lead Service Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. Understand their service management approach and think about how you can contribute to customer satisfaction. We want you to shine when you get that chance to chat with them!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've mentored others and driven continuous improvement in past roles. This is key for a Lead Service Manager, so make sure you highlight those experiences.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Lead Service Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Lead Service Manager role. Highlight your experience in customer service, stakeholder engagement, and any relevant projects you've managed. 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 passionate about this role and how you can contribute to our culture of customer satisfaction. Be genuine and let your personality come through.
Showcase Your Leadership Skills: Since this role involves mentoring and managing others, make sure to highlight your leadership experiences. Share examples of how you've supported team members and driven improvements in previous roles. We love seeing that kind of initiative!
Apply Through Our Website: We encourage you to apply directly through our website. 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 at StudySmarter!
How to prepare for a job interview at Government Recruitment
✨Know Your Customer Service Inside Out
As a Lead Service Manager, you'll need to demonstrate your understanding of customer service excellence. Research the company's approach to customer satisfaction and be ready to discuss how you can enhance it. Think about specific examples from your past experiences where you've successfully improved service delivery.
✨Engage with Stakeholders
Since this role involves working closely with senior stakeholders, prepare to showcase your communication skills. Bring examples of how you've effectively engaged with stakeholders in previous roles, especially during challenging situations. Highlight your ability to manage escalations and align teams towards common goals.
✨Showcase Continuous Improvement Initiatives
The job requires driving continuous improvement across customer services. Be prepared to discuss initiatives you've led or contributed to that resulted in measurable improvements. Use data to back up your claims and show how these initiatives protected existing services while enhancing overall performance.
✨Demonstrate Leadership and Mentoring Skills
As a potential mentor for junior team members, it's crucial to highlight your leadership qualities. Share experiences where you've successfully mentored others or led a team. Discuss your approach to fostering a collaborative environment and how you support career development within your team.