Head of Service Delivery

This is an exciting time to join our client as they’re offering a fantastic opportunity to work in their forward-thinking business with a talented team possessing a variety of skills. They’re proud of their positive office culture and are looking for a Head of Service Delivery to contribute towards it

The company are an employee-centric telecommunications company based just off the M5 in Bristol. They are a small, but innovative company with exciting growth plans.

Salary

£30k-£45k depending on experience

Location

Bristol (hybrid working)

Hours

Monday-Friday 9am-530pm with oncall on a rota basis.

Type of Role

Full-time, permanent

The Role

The successful Head of Service Delivery will:

  • Be responsible for driving the service delivery for the company’s customers and continuing to deliver a first-class, pre-emptive provision for their customers.
  • Manage the Support Team, involving motivating and developing a team of 3
  • Manage relationships with the company’s key accounts
  • Shape strategic relationships internally and externally to continue building on customer trust in all aspects of all operational support and delivery
  • Work alongside the New Business and Account Management functions to constantly evolve the account development plans, with the aim of providing their customers with the services they need whilst gaining commercial growth
  • Work closely with the finance department to ensure clients individual requirements are considered during the billing process
  • Ensuring updates from partners and suppliers are communicated and actioned internally, pushing knowledge of requirements in relation to the company’s products, services and processes
  • Work with the Senior Management team to develop and improve overall operational performance
  • Be responsible for providing insight and analysis of key quality data and KPI’s
  • Being proactive in driving new service delivery ideas and initiatives

Company Benefits: free onsite parking, working for a company that truly values its employees and appreciates that family comes first, it’s the sort of company where the CEO will sit and have a coffee with you, free onsite facilities, 22 days annual leave plus Bank Holidays which increases with tenure, birthday day off, company pension contributions after 3 months, friendly and supportive office environment.

The Requirements

The successful candidate will have:

  • A strong positive mindset and be capable of handling a demanding workload
  • A successful background in telecommunications
  • Great leadership and motivational capabilities
  • Experience with tariffs and customer billing
  • Excellent analytical, communication (written and verbal) and negotiation skills
  • Analyst/data management experience within a customer service environment
  • Experience in working with CRM systems and demonstrable experience in driving change
  • Experience in driving Customer Experience metrics
  • Experience in working in a Customer-centric environment and managing Customer satisfaction
  • Experience in identifying and implementing process improvements
  • Ability to build and maintain good working relationships across internal teams and the wider business group
  • Solid understanding of customer system process flows and able to work to capture key pain points for the customer

This job is for me

If you feel that you can successfully fulfil this vacancy then apply now:

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