The role will be focused on maintaining and improving customer satisfaction to aid the business goals of retaining and growing existing business. Key to success will be customer engagement aiding stronger customer relationships in turn improving customer loyalty. The relationships created inspire the customers to advocate and refer us as a premium business partner. Excelling in this role will enable us to stand out from the competition and demonstrate real value to their customers. The day-to-day responsibilities will be ensuring service levels are met and all customer queries are acted upon in a timely manner, development of Service Reviews and increasing / developing customer feedback mechanisms. Customer feedback is a key driver to service improvement and will enable the development of customer specific reporting and KPI’s to enhance the overall service level.
Responsibilities
Service Management
* Builds deep and trusted relationships with the customer, at all levels and is seen as the go to person in relation to all service delivery matters.
* Manage customer queries to resolution ensuring a timely and satisfactory outcome for the customer
* Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
* Monitor the success of new Services and Changes to ensure we are meeting the required standards.
* As owner of the e...