Customer Service Manager

Background
Capita are recruiting for a Customer Service Manager to join a central government department on a contract basis. This role is based in London. The main purpose of the role will be to be the primary point of contact for specific business communities within the organization for operational IT service delivery within an allocated region. Working with Demand Account Managers builds long-term relationships with appropriate business representatives and "demand side" IT Directorate by focusing on existing services and understanding changes in business imperatives.

Main Duties/ Responsibilities
For a significant and/or high profile business area within the service operation and delivery environment:- • Develop and manage relationships and communication channels with customer, internal ICT and supplier organizations. • Seek out and tackle issues that will prevent the delivery of services, facilitating open communication and discussion between stakeholders. • Capture and disseminate technical, operational and business information. • Organize and chair appropriate service review meetings with the customer, ensuring appropriate service performance reports are generated to facilitate an open discussion around our performance • Monitor the level of customer satisfaction at regular intervals. Respond to customers' queries and complaints. Ensure that, when necessary, corrective action is taken by appropriate organization. • Work with service delivery continual improvement team to drive and communicate improvement ideas with customers. • Identify the impact of proposed or planned major business change on our service model and capabilities. • Provide the Demand Account Managers with an overview of how major service changes will impact on customer costs and charging mechanisms. • Contribute to the business plan and budget setting process • Provide cover for other customer service managers

Skills and Experience Required
The successful candidate will be an experienced IT professional with relevant recognized qualifications.. • You will possess strong communications, relationship building, negotiation and influencing skills. • Has an analytical and creative approach to problem solving. • Is able to absorb new technical, commercial and business concepts quickly, and work with them. • Understands the principles of business and markets and has experience of relevant business sectors. Has proven project management and leadership skills, and a good knowledge of how to make and sustain a business case (the benefits that will be delivered and the investment cost). Demonstrates up to date knowledge of an organization's business environment, policy framework, organizational relationships, business processes, and reporting procedures. Displays good inter-personal skills at all levels of contact and in a wide variety of situations, demonstrating the ability to listen and influence, and to relate to customers in their own language. Demonstrates sound practical knowledge of associated technical disciplines e.g. process re-design, systems development and service delivery. Uses high level of technical understanding to interpret technical issues for the business and sustain credibility with IT.

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