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For Companies At a Glance
- Tasks: Lead a team to ensure top-notch customer service and client satisfaction.
- Company: Join Ipsum, a dynamic company focused on innovation and client success.
- Benefits: Enjoy career growth, competitive salary, and a supportive work environment.
- Why this job: Make a real impact by managing key client relationships and driving satisfaction.
- Qualifications: Experience in customer service management and exceptional communication skills.
- Other info: Be part of a collaborative culture that values your contributions.
The predicted salary is between 36000 - 60000 £ per year.
We have a fantastic opportunity to join our Team in Wakefield Private Networks Division as a Customer Service Centre Manager. You will be responsible for managing key client contracts as a single point of contact, including responsibility for financial performance and total ownership of customer satisfaction and monitoring of CSAT measurements and driving subsequent findings. You will be an ambassador in the Ipsum Way and Ipsum Values.
Responsibilities
- Develop opportunities, identifying remedial works, maintenance pull through works, project work and cross selling between Ipsum business units.
- Ensure client retention, including pricing for contract renewals to the appropriate price/margin, ensuring we receive renewed contracts and identify areas of contract scope growth.
- Develop internal interfacing with Planning, Operations and Sales, ensuring efficient and consistent client interface with clear communication lines.
- Manage subcontractors and suppliers, ensuring they work in accordance with the Ipsum Way and Ipsum Values.
- Schedule works in a professional and efficient manner with Ipsum's planning, operations and projects teams, in compliance with Health and Safety legislations, and identify potential issues before they become issues with appropriate control measures and client involvement.
- Act as a focal point for Managing Key Client and Key Contracts; streamline communications and ensure a consistent Ipsum approach; be responsible and accountable for contract financial performance and for ensuring prices and margins are monitored and controlled.
- Take complete ownership of customer satisfaction and client retention; monitor CSAT, review findings and implement actions from CSAT findings; identify sales opportunities through site visits, maintenance & inspection reports and client width of wallet for OPEX/CAPEX plans.
- Ensure efficient delivery of existing contracts to maintain client satisfaction and sound commercial performance; consult and collaborate with Maintenance and Projects Sales teams for strategy and pricing of maintenance renewal contracts, and for pricing remedial, pull through and project works resulting from maintenance contracts.
- Be the focal point when working with Ipsum Operations, Planners, Projects, Sales, Finance & Commercial to ensure a smooth and consistent approach and communications with clients.
- Work with Planning and Projects teams to schedule works efficiently with adequate and competent resources; ensure all reports are issued in a timely manner; work with specialist subcontractors to perform to Ipsum standards and follow the Ipsum Way.
- Consult with Planning, Operations and Projects teams to define requirements, scope, and objectives; ensure evolving work still adheres to client requirements.
- Ensure tasks are planned and completed within client target response SLA while balancing achievement and cost implications; maintain resource coverage and identify labour gaps with Operations teams.
- Ensure Ipsum activities comply with statutory legal requirements and understand the commercial requirements and deliverables of the contract; attend meetings as necessary to ensure customer satisfaction, client relationship management, scope and tender definition, and Ipsum business development and sales pipeline.
- Accountable for resource utilization and productivity on the contract; report to the operations team; participate in periodic meetings to address resourcing and utilisation; work with planning to minimize non-productive time.
- Experience of operating in a commercial, multi-divisional organisation and dealing with clients and supply chain; previous experience in management of complex work streams; exceptional communication skills and a proactive mindset.
- Maintain a warm, professional, confident manner and remain calm under pressure; communicate with internal and external parties; take personal pride in making improvements.
- Be highly organised with excellent numeracy skills; possess good organisational, presentation and punctuality skills; have a good understanding of MS Office suite.
Qualifications and Qualities
- Experience operating in a commercial, multi-divisional organisation and dealing with clients and supply chain.
- Previous experience in management of complex work streams.
- Exceptional communication skills and a strong sense of initiative; ability to build excellent working relationships with a positive and proactive mindset.
- A warm, professional, and confident manner; ability to remain calm under pressure and communicate with internal and external parties.
- Takes a personal pride in making improvements; highly organised with numeracy skills; good organisational, presentation and punctuality skills; good understanding of MS Office suite.
What’s in it for you
We believe in looking after our people, and it shows. When you join Ipsum, you're not just taking a job - you're starting a career with real support behind it.
Customer Service Centre Manager in Wakefield employer: Ipsum Utilities Limited
Contact Detail:
Ipsum Utilities Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Centre Manager in Wakefield
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out to folks on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand what makes Ipsum tick and be ready to discuss how your experience aligns with their mission. This shows you're genuinely interested and not just another candidate.
✨Tip Number 3
Practice your communication skills! As a Customer Service Centre Manager, you'll need to convey information clearly and confidently. Role-play common interview questions with a friend or in front of a mirror to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Ipsum. So, get clicking and let’s make it happen!
We think you need these skills to ace Customer Service Centre Manager in Wakefield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Centre Manager role. Highlight your experience in managing client contracts and your knack for ensuring customer satisfaction, as these are key aspects of the job.
Showcase Your Communication Skills: Since exceptional communication is a must-have for this role, don’t shy away from demonstrating your skills. Use clear and concise language in your application, and maybe even share examples of how you've successfully managed client relationships in the past.
Highlight Your Organisational Skills: Being highly organised is crucial for this position. In your application, mention any tools or methods you use to stay on top of tasks and deadlines, especially when juggling multiple projects or client needs.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team at Ipsum!
How to prepare for a job interview at Ipsum Utilities Limited
✨Know Your Numbers
As a Customer Service Centre Manager, you'll need to be comfortable with financial performance. Brush up on key metrics like CSAT scores and contract margins. Be ready to discuss how you've improved these in past roles or how you plan to do so.
✨Showcase Your Communication Skills
Exceptional communication is crucial for this role. Prepare examples of how you've effectively communicated with clients and internal teams. Think about times when clear communication led to successful outcomes or resolved issues.
✨Demonstrate Problem-Solving Abilities
You’ll be expected to identify potential issues before they arise. Come prepared with examples of challenges you've faced in previous roles and how you proactively addressed them. This will show your initiative and ability to think ahead.
✨Emphasise Team Collaboration
This position requires working closely with various teams. Highlight your experience in cross-functional collaboration. Share specific instances where your teamwork led to improved client satisfaction or operational efficiency.
