Are you a dynamic and hard-working professional with a dedication to delivering outstanding service and encouraging client relationships?
We are seeking a Service Manager to oversee and ensure the delivery of top-quality Employment Services aligned with company standards, contractual commitments, and customer expectations.
In this pivotal role, you will also seek opportunities for sales growth, expanding our footprint within the existing client base, and drive revenue through upselling, cross-selling, and professional service opportunities. If you thrive on building positive, constructive relationships, enhancing customer satisfaction, and contributing to the growth of NHS SBS, we’d love to hear from you!
This role is based out of our Southampton Office 1 day per week, with the rest of the week being worked from home. There will be some occasional travel to our Sheffield office which also delivers our Employment services.
What you'll be doing:
* Monitoring and reporting performance against SLAs and other contractual obligations, ensuring services meet and exceed client expectations.
* Proactively managing and resolving service issues and complaints while identifying and addressing root causes to prevent recurrence. Develop an annual account plan, agreed with the operational teams to ensure key activities are aligned and agreed.
* Identifying and driving service improvement opportunities to enhance performance and customer satisfaction.
* Establishing and maintaining strong, positive relationships with existing clients to foster trust, advocacy, and long-term collaboration.
* Understanding and anticipating clients' current and future needs, uncovering opportunities and promoting services offered by NHS SBS to address those challenges and achieve their goals.
* Identifying sales growth opportunities within the existing client base to expand the NHS SBS footprint.
* Assuring new/transitioning services, and projects/changes to services, are fit for purpose, set up for successful service delivery with minimal impact on existing services, with formal acceptance into service.
What you’ll bring:
* Experience in service management and contract management roles, preferably in a similar industry.
* Experience of shared service delivery models.
* Experience of sales and account growth, ideally in the same sector.
* Strong understanding of contract law, negotiation techniques, and contract management best practices.
* Experience of identifying and delivering service improvement initiatives.
* Excellent communication skills, both written and verbal, with the ability to build relationships and influence collaborators at all levels.
* Detail-oriented with strong organisational and time management skills.
* Ability to work independently and collaboratively in a dynamic and goal-oriented environment.
* Proficiency in CRM software, Microsoft Office suite, and Contract Management Tools.
* Previous knowledge of the NHS Sector.
It would be great if you had:
* Budget management experience.
If you are interested in this role but are not sure if your skills and experience are exactly what we’re looking for, please do apply; we’d love to hear from you!
Employment Type: Full-time, Permanent
Location: Southampton (Hybrid)
Security Clearance Level: DBS
Internal Recruiter: Becky
Salary: £45k-50kpa DOE
Benefits: 10% Bonus, £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund.
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress, and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us?
NHS Shared Business Services (NHS SBS) was created by the Department of Health and Social Care to deliver corporate services to the NHS. A unique joint venture with Sopra Steria, a European leader in digital services and software development, we make life easier for NHS employees, patients, and suppliers, and deliver value for money to the taxpayer. Proud members of the NHS family, we provide finance & accounting, digital, procurement, and workforce services to more than half the NHS in England, and our solutions are underpinned by cutting-edge technologies and our teams’ expertise, in-depth understanding of the NHS, and commitment to service excellence. We share common values and unity of purpose with the rest of the NHS family, are committed to being a force for good, and are dedicated and empowered to act responsibly and sustainably at organisational, team, and individual levels.
Would you like to join us on our journey?
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