Location
Remote
All Departments
Administration & Customer Service
Advertising Salary
Competitive base salary
Contract Type
FTC
Customer Experience

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Customer Support Manager 

Location: Remote, UK

Contract Type: 12 month Fixed Term contract - Maternity Cover

Salary Package: Competitive base salary plus company car/car allowance & Extensive company benefits

Hours: 9.00 am – 5.30 pm Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs
 
Interview Process: 2-stage process
Why SCC?
  • An inclusive workplace
  • Excellent package: solid basic and company benefits
  • Hybrid working in line with role requirements
  • Career development and life-long learning opportunities
  • Opportunity to join Europe's largest privately-owned IT Company
Role purpose:

Ownership of service improvement, service recovery and service assurance for corporate/strategic customers.

The role will be aligned to a group of customers based on geography to where the main operational centre(s) is/are but requiring national travel.  Working with corporate/public sector account managers/directors on service delivery performance improvement, recovery or assurance, issue resolution including service management. You will be looking to drive  continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Key responsibilities:
  • Working with Customer and Internal Departments manage with the Projects and Transition teams to ensure successful on boarding of new customers or “Reboarding” of renewals for existing customers
  • Manage the creation of the Operations Manual to deliver an exceptional on-boarding experience.
  • Oversee account setup and creation and user adoption during first 90 days of relationship
  • Working with the Heads of Contracts and Product Management to ensure End of Contract Management cost recovery is maximised and spend minimised.
  • Working with stakeholder functions (Customer and internal) facilitate and take the lead in identifying operational service improvements and reducing the cost of support across a customer or portfolio of accounts.
  • Work with the Account Managers/Directors to review the Customer Satisfaction measurement, review of feedback and translate into CSI initiatives
  • Focus on best practice and service improvement, challenging the way we do things, with a view to driving process improvement
  • Managing customer specific Service Improvement plans and/or departmental multi customer Improvement Plans
  • Continual update and improvement of Operations Manuals during the life of the contract
  • Investigate and solve customers' problems relating to areas such as billing, consumables, and other escalations, which may be complex or long-standing problems relating to specific processes or devices
  • Resolving the resolution of any technical or consumable escalations
  • Ensuring operations teams are aware of changes and are prepared
  • Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities such as office moves or software queries
Skills and experience:
  • Extensive experience of working with the client and operations teams to identify and manage service improvement activities
  • Managing additional resources when needed e.g. specialist teams or people for specific issues / opportunities such as office moves or software queries
  • Demonstrable experience of leading implementation and change
  • Outstanding relationship management communication and negotiation skills at all levels
  • Good experience in a fast moving customer focused B2B organisation

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
 
Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
 
 

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