At a Glance
- Tasks: Manage customer relationships and drive service improvements while ensuring top-notch customer satisfaction.
- Company: Dynamic managed services provider focused on cybersecurity and connectivity.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Fast-paced environment with opportunities for personal and professional development.
- Why this job: Be the voice of the customer and make a real impact on their success.
- Qualifications: Experience in customer-facing roles within IT or telecoms, strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
Company Description
We are a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds. We don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof. Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Job Description
Purpose of the role
To provide a single point of communication and ownership to Customers and driving resolution across Service issues whilst providing a first-class customer service, identifying, and offering service improvement and the identification of revenue opportunities within the Customer base. An internally and externally facing role accountable for the effective management of assigned customers, whose primary focus is to build customer advocacy whilst ensuring that we deliver to contractual commitments. Management of customer expectations throughout the service lifecycle, being responsive, communicative, and innovative in our engagements with customers and working closely with internal stakeholders to deliver a positive customer experience.
What you will be doing
- Ownership of customers contract and obligations, identifying any gaps and risks within service and mitigating where required.
- Manage regular and structured Service Review meetings with customers ensuring the appropriate preparation, data presentation and analysis, and action tracking.
- Management of customers, including preparing and delivering Service Management Reports, driving Continual Service Improvement Plans and Customer Satisfaction.
- Act as an escalation point to both external and internal stakeholders related to customer service.
- Work closely with Account Management to ensure a collaborative approach and drive strategic goals and opportunities for customers.
- Reviewing the P&L for each customer to ensure profitability of the contract.
- Adhere to strategic objectives and KPIs that support our growth and retention strategy, along with improving our customer experience.
- Working with both internal and external stakeholders to support customer related activities.
- Provision and management of Service Management related business reporting and forecasting for customers, for use within and outside of the function.
What success looks like in this role
- Customer Satisfaction – NPS Scores, Service Management Surveys.
- Customer Retention.
- Additional opportunities and revenue growth.
- Profitable contract management including reduction in cost to serve.
- Adherence to SLA performance.
Qualifications
What you need to have done already
- Customer facing role within a service industry.
- Experience within an IT / Managed Service / Telecoms industry.
- Proficient with Microsoft Office applications.
Skills you will need to excel
- Maintain in-depth knowledge of products and service offerings, current and future; ensuring attendance and ownership of individual development where required to support the business.
- Strong communication and negotiation skills with a track record of success in influencing internal and customer stakeholders.
- Excellent written and verbal communication skills with confidence and the ability to communicate at all levels including executive engagement.
- Customer focused with an emphasis on delivering a high level of customer satisfaction.
- Resilience to fast paced/demanding environment.
- Self-motivated with ability to prioritise time and tasks as necessary.
- Ability to drive and facilitate change.
- Ability to influence and negotiate.
- Ability to meet critical deadlines.
Other qualifications
- ITIL Foundation (v4).
- ITSM experience with ServiceNow.
Service Manager in Birmingham employer: neoci
As a leading managed services provider, we pride ourselves on fostering a dynamic work culture that prioritises employee growth and innovation. Our commitment to customer success translates into a supportive environment where Service Managers can thrive, with opportunities for professional development and collaboration across teams. Located in a vibrant area, we offer competitive benefits and a forward-thinking approach that empowers our employees to shape the future of technology alongside our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at neoci. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like neoci before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Manager in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to neoci:Your cover letter is your chance to shine! Tell us why you want to work at neoci specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at neoci!
How to prepare for a job interview at neoci
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
