Customer Service Manager

Website Cabinet Office

Job Description:

The UKSV Customer Service & Communications team plays a key role in supporting customers and colleagues both within UKSV and the wider Civil Service to provide significant enhancements to the customer experience, ensuring the future success and growth of UKSV. We are currently recruiting for a proactive and driven Customer Service Manager to be responsible for a customer group, capturing their issues and working with a range of stakeholders to deliver resolutions.

Job Responsibilities:

  • Being the key point of contact for UKSV customers, which involves managing Service Level Agreements, monitoring performance through Management Information packs and dealing with/responding to key customer issues.
  • Playing an active role in achieving, maintaining, developing and delivering all corporate initiatives, including maintenance of Customer Service Excellence Award.
  • Arranging, attending and facilitating customer meetings, large-scale engagement events, workshops and forums.
  • Providing support to Service Assistant Heads and Senior Service Managers on high profile customer issues/projects.
  • Leading and supporting on key service portfolios of work involving the management of customer communications e.g. drafting customer correspondence (including high profile letters to senior customers regarding key business matters), management of the UKSV monthly newsletter products (including Connect and Network and ad hoc publications as required to ensure these are engaging and relevant products that target key areas of work).
  • Collating customer intelligence through Strategic Account Planning for allocated customers to identify opportunities for service improvement related activity. This will involve identifying and delivering tangible improvements for existing customers through a project methodology, demonstrating collaborative skills to plan and manage the implementation of such improvements.
  • Line Management and development of staff.

Job Requirements:

  • Experience of Service Management and delivering excellent customer service.
  • Able to deliver a consistent and high quality customer focused service to relevant stakeholders
  • Excellent critical thinking skills with the ability to exercise good judgement and solve problems effectively
  • Ability to lead and support
  • Excellent communication skills, including the ability to communicate effectively at all levels.
  • Prior experience of reviewing customer insight and thinking innovatively
  • Able to work collaboratively when liaising with stakeholders and credible when briefing senior managers
  • Highly motivated and dynamic.
  • Excellent organisational skills.

Job Details:

Company: Cabinet Office

Vacancy Type: Full Time

Job Location: Glasgow, Scotland, UK

Application Deadline: N/A

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