Services Manager (BNA)

Role Summary

Manages activities of a team of technical customer service representatives, ensuring effective delivery of service to all levels of internal and external customers. Handles customer complaints and escalations. Maintains a positive, productive service environment which drives a customer-focused culture. Works to improve employee engagement.

Job Responsibilities

Customer Service

Manage a medium-sized customer service area or several customer service sections, with guidance from senior colleagues. This will include solving complex issues in order to meet customer service standards.

Resolving Customer Issues

Craft and cascade messaging and next steps for the most commonly raised customer issues.

Operational Compliance

Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.

Customer Relationship Management (CRM) Data

Enter customer information that has been gathered through research and/or through direct customer contact into the CRM system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Or ensure that team members maintain up-to-date CRM data, identifying and resolving issues.

Leadership and Direction

Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.

Performance Management

Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.

Faults Diagnosis and Correction

Provide fault isolation and resolution for complex challenges to limit and address issues promptly.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision-makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.

Internal Client Relationship Management

Contribute to the management of partnering relationships with internal clients, building effective working relationships and providing high-quality professional services to support in delivering business strategy and plans.

Education

• Bachelor's Degree or Equivalent Level 6