At a Glance
- Tasks: Manage client services and ensure top-notch delivery of IT solutions.
- Company: Join NEC Software Solutions UK, a leader in tech innovation.
- Benefits: Enjoy private medical cover, generous holiday, and a solid pension plan.
- Other info: Remote role with travel opportunities and excellent career growth.
- Why this job: Be the key contact for clients and drive service excellence.
- Qualifications: Experience in client services management and strong communication skills.
The predicted salary is between 38233 - 46729 £ per year.
The Client Services Manager has responsibility for service setup and transition to service operation, followed by the day-to-day management and delivery of contracted services to the client account. This involves working with internal and client stakeholders to ensure all services are set up and delivered to contractual Service Level Agreements (SLAs) in line with customer requirements, and to act as the single point of contact for all service delivery escalations.
What you'll do:
- ITIL/SIAM service setup and transition to service operation.
- Responsible for ensuring end-to-end services provided to our customers are functioning and meet contracted service levels and quality standards.
- Manage and develop customer relationships at senior level to maximise customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy.
- Accountable for the production of a Service Performance Report and attendance at Customer Service Reviews.
- Work across the organisation to document, monitor, measure and improve services delivered to customers through the use of Service Improvement Plans.
- Be an escalation point for service teams and the customer ensuring correct outcomes are achieved and in line with contracted services.
- Responsible for providing excellent communication to your customer and internally to service teams.
- Accountable for the acceptance of new or amended services into production and the ongoing management to contracted service levels.
- Understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the service teams.
- Contribute to the development and ongoing management of the Customer Account Plan providing service information and contract deliverables.
- Using strong customer relationships, identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing.
- Management of risk to a point of acceptance or mitigation.
- Understand and ensure adherence to corporate policy, processes, procedures and guidelines.
- Minimise service credit liabilities through the use of service improvement or risk management.
- Seek to convert clients to Reference Status (where appropriate).
Functional & Technical Skills:
- Proven Client Services Management background.
- Detailed understanding of ITIL above foundation level (v3 or later preferred).
- Understanding of SIAM.
- Knowledge of the various technologies used to deliver services.
- Excellent communication skills at customer and technical levels.
- Experience in working for an outsourcing organisation.
- Ability to listen, influence and make decisions.
- Develop and deliver Service Improvement Plans.
- Public sector knowledge specifically around the UK Police Forces.
Client Services Manager NEC Software Solutions UK in London employer: Owen Thomas | B Corp™
Join an innovative early-stage legaltech startup in Central/East London, where you'll be part of a dynamic team dedicated to making legal advice accessible through cutting-edge AI technology. With a strong funding base and rapid growth, this company offers a collaborative work culture that values autonomy and creativity, providing ample opportunities for personal and professional development. As a Senior Product Engineer, you'll have the chance to make a significant impact on both the product and the company's future while working in a vibrant city known for its tech scene.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Manager NEC Software Solutions UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Owen Thomas | B Corp™. 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 Owen Thomas | B Corp™ 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 Client Services Manager NEC Software Solutions UK in London
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 Owen Thomas | B Corp™:Your cover letter is your chance to shine! Tell us why you want to work at Owen Thomas | B Corp™ 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 Owen Thomas | B Corp™!
How to prepare for a job interview at Owen Thomas | B Corp™
✨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.
