About the role
A leading Defence client of ours who specialise in mission critical voice communications solutions are currently in the market for a Customer Service Manager to join a growing team. In the role you would be responsible for being the first point of contact for any support required for all UK Defence customers and will ensure the highest levels of customer services are provided to all customers, you will use a broad range of systems and technologies across multiple domains to do this. You will work closely with the Service Team both in the UK and in Vienna plus all Project and operations teams across the wider business.
Your Main Responsibilities
Manage day to day service operation and ensure service, customer expectations and delivery are achieved and exceeded.
Own and fully understand the Service definitions and SLA definitions.
Ensure that we are delivering to contractual requirements.
Develop, Drive and Manage Change Requests from the customer.
Be first escalation point of contact for the customer base around all aspects of their service, including during major or Service impacting Incidents to advise of progress.
Enable achievement of maximum Customer Service satisfaction levels and SLA's via measuring, tracking and reporting, including Continuous Service Improvement activity.
Planning, forecasting and regular reporting of service projects and their allocated budget and resources.
Work closely with both the UK and the wider Group Defence ...