Job Title - Service Manager
Reports to - Head of Customer Experience
Salary - Up to £50,000 (DOE)
Location - Any Focus Office
Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.
We are now recruiting for a Service Manager.
The Service Manager is responsible for providing operational service management to high value customers and provides leadership internally in support of customer issues resolutions. This role can be based out of any Focus office!
Principal Responsibilities/Duties
1. Manage and lead end-to-end telephony/I.T. operations life cycle, including ongoing project management, regular client reviews, reporting, performance, and capacity reviews.
2. Lead and motivate our service teams towards the best performance for our customer operations.
3. Represent Focus Group as the “face to the customer,” responsible for the main communication flows with the customer.
4. Monitor the service level provided to the customer, influencing daily operations to achieve necessary results.
5. Oversee the overall performance of all service teams interfacing with the customer operation, directing their work towards customer satisfaction.
6. Gather constant customer feedback and monitor satisfaction levels, ensuring customer perceptions are well aligned.
7. Experience supporting software/hardware deployment operations.
8. Experience in customer relationship management and service level management.
9. Solid experience of handling service escalations and working as part of a virtual team.
10. General comprehension of telephony and IT technologies.
11. Familiarity with ITIL framework – particularly incident management, change requests, problem management, and service/help desk operations.
12. Experience working with large customer accounts as a service manager or in a related function.
Behaviors and Impact
1. Excellent customer service skills.
2. Influences internal stakeholders and effectively manages customer relationships.
3. Customer-facing leadership - manages key customer relationships from an operational perspective.
4. Proactive in development and implementation of operational/customer experience improvements.
5. Commercial acumen and ability to prioritize customer demands/internal resources.
6. Effective negotiation and influencing skills.
At Focus Group, we work hard to create an inclusive, collaborative, and rewarding environment where you are inspired to achieve brilliant things and make a difference to the future of our business.
We welcome all applications and if you struggle to apply online, please contact us for assistance. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.
IND1
#J-18808-Ljbffr