Business Customer Support Manager

Our Client has an opening for a Business Customer Support Manager.

Are you connected to future technologies, with a passion for change, global opportunities, and personal development as part of a great team? We may just have the perfect role for you!

You will be able to quickly build a rapport with stakeholders at all levels, be highly organised, with prior experience in leading and managing teams, ideally within a support or operations environment, and have a passion for providing excellent B2B client support. To drive the role forward, the ideal candidate will provide exceptional customer service and have a deep understanding of client needs to deliver high-quality service levels.

Responsibilities:

  • Take full accountability for B2B customer support, escalations, and stakeholder management.
  • Be a customer advocate within B2B support organisation.
  • Undertake major incident management.
  • Efficient reporting of KPIs and an understanding of regulatory requirements.
  • Management of the continuous improvement processes and be an advocate of change management.
  • Active involvement in ensuring operational requirements are met and delivered.

Requirements:

  • Experience in managing a team combined with customer service expertise.
  • A passion for delivering a high-quality customer experience, ideally in support or operations.
  • An aptitude for understanding and meeting customer needs.
  • Leadership skills to inspire and set the direction for the team to drive performance and productivity.
  • The ability to organise schedules, balancing operational needs with team well-being.
  • Strong verbal and written communication skills for internal coordination and engagement with business clients.
  • Problem-solving and escalation management in handling and resolving escalated issues.
  • The ability to make quick, effective decision-making skills, especially in high-pressure situations.
  • The ability to motivate and influence a team is also key.
  • Technical knowledge of IT in general.
  • The ability to apply knowledge to a varied set of customer services and configurations spanning the whole IT ecosystem.

For more information, please contact Stu on 707816 or email your CV to jobs@excel-recruitment.com

 

Type: 
Permanent
Discipline: 
IT
Job Posted: 
Mon, 29 Jan 2024
Closing Date: 
Sun, 28 Apr 2024
Reference: 
11771

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