Client Services Manager

Recruiter
Radius Consultancy
Location
London (Greater)
Posted
12 Apr 2019
Closes
10 May 2019
Contract Type
Permanent
Hours
Full Time
My client is one of the world's leading Data Centre clients.

The Client Services Manager is responsible for delivering all Operational reports to our client base where required. The role will be to lead the top key accounts and to manage an effective team that produce highly consistent reports that match both our own and Client requirements.

Within the role there will be a need to lead service reviews, providing a level of technical competence on the services outlined in the report and to take ownership of any improvements that arise from either within our business relating to service failings or client complaints/ improvements.

Key Accountabilities

* Effectively manages team members, including technicians and advisors, to ensure team objectives and Operational goals are being achieved.

* Proactively work across the business to generate required operational or customer reports.

* Hold Monthly Customer Service Reviews.

* Must have the ability to analyse data and develop reports based on the data.

* Must be able to work in a fast-paced environment that is going through a period of change.

* Displaying extensive working knowledge of Datacentre industry standards and practices, including product details and company services offered is desired.

* Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally.

* Develops working knowledge of Datacentre industry regulations, restrictions, and laws, and ensures service teams adheres to all regulations.

* Resolves customer problems and improves current service desk methods to increase productivity and customer service.

* Monitors customer issues and client complaints to define patterns and work to lessen those recurring issues.

* Regularly audits work being done and customer service being provided to ensure all standards are met and that remedial work is completed effectively, correctly, and thoroughly.

Essential

* Previous service experience

* Comprehensive Data Centre industry knowledge

* Management experience

* Strong customer facing skills

* Strong written and verbal communication

* Self-motivated

* Business critical ‘service delivery’ environment

* SLA’s and KPI delivery experience

* PC literate (Microsoft Word, Excel, Outlook)

* Good knowledge of compliance and various standard

* Knowledge of statutory requirements

* Communication Skills: - Ability to communicate at all levels, within the business and with suppliers.

* Collaborative approach – ability to work effectively with internal stakeholders to motivate and effectively manage key suppliers

* Administrative Skills: - Ability to organise and maintain relevant information to support the business.

* Sound analytical skills, good problem solver

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