customer relations Uxbridge, England
Job description
To ensure consistent and exceptional customer service delivery, while effectively manage resources and processes to enhance overall customer satisfaction and loyalty.
To support the achievement of the Service business results and objectives which include, operational costs, service revenue, customer satisfaction and the European and national set service KPI’s.
To influence and improve the work of Tier 1 through effective management and influence, ensure that strong relationships are built and maintained with our internal, external customers, third party suppliers and back office departments, contributing to the national service organisation ability to deliver an economical and valued service to our customers.
To implement business strategies, influence and contribute to the direction and create local tactics in order to improve revenue contribution and, customer retention. Create a team culture which embraces change and recognises opportunities to grow.
What we give
- UK with a network of mental health champions and discounted rates to Nuffield Health Gym.
- Employee discount – Up to 38% off products from our Canon store.
- Some other Benefits – Generous Pension, Canon Awards, Discount cards, Cycle to Work scheme, Season ticket loans and charity volunteer days.
What we ask
To manage and lead the Service Coordinator team and Tier 2 team to ensure effective enquiry resolution and customer satisfaction.
Ownership of the UK’s operational relationship with the outsourced Tier 1 Contact Centre vendor. Working directly with the Tier 1 vendor and CEL Professionals to ensure the operational performance for the UK is met within the agreed service levels and KPIs and coaching is provided on the local business requirements.
Create and support the development of Field service processes to ensure consistency across all practices and improve the internal and external customer experience.
Develop and implement strategies to improve the customer experience across all touchpoints.
Understands financial and business indicators, using them to make good commercial decisions to achieve fiscal objectives and keep control of operational costs.
Manage/coordinate operational customer service issues escalated/reported; ensuring that any escalated issues regarding the Tier 1 Contact Centre and local teams are clearly identified and handled to ensure the smooth running of the operation. Supporting customer retention and satisfaction.
Work collaboratively with the relevant internal and external stakeholders to support the achievement of business objectives (e.g. European Contact Centre Professionals, BPO staff, European Technical team, Senior Service Managers, Service and Sales Management and back office departments etc.).
Identify customer pain points and develop innovative solutions to address them, aiming to exceed customer expectations and foster long-term relationships.
Attend/hold reviews with key stakeholders, taking responsibility for the achievement of the actions and requests, on time and within costs.
You will need
- Background in Service, Customer services and CRM.
- Experience in a management function in the service business or a related professional area, ideally including the management of Outsource Partner performance.
- Experience in developing tactics and managing national or remote operations and projects.
- Experience of budget management, both Income and expenditure.
- Experience in managing/influencing external parties of considerable size.
- Experience or an understanding of the Sales cycle, and associated techniques.
- Working knowledge of ITiL preferred.
- NSO experience as an advantage.
Further Information
Closing Date: ASAP
Salary: Competitive
