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B2B Customer Service - 12 Months Contract - York - Leeds & Manchester

Posted on Oct 9, 2020 by iBSC

York, Yorkshire, United Kingdom
IT
Immediate Start
£350 - £400 Daily
Contract/Project


customer service - customer service manager - problem management - incident management - IP based - telecoms - telecommunications - rail - customer service management - B2B - business to business - business 2 business


  • Location: York/Manchester/Leeds (we are looking for 1 person in each location)

  • (Due to Covid lockdown, this project will be done 100% remote until further notice)

  • Duration: 6 - 12 Months Rolling Contract

  • Mandatory Skills in: Incident Management - Problem Management - IP Based Technology Assets - Telecommunication Industry

This project falls INSIDE IR35

Job Purpose

To provide and enhance the customer relationship & interface, related to the quality of CLIENT services, faults and incidents directly affecting customers.

Key Accountabilities

  1. Deliver the telecoms customer service management strategy to all customers (both internal and external to the rail industry) so that agreed performance targets are met.
  2. Provide input to CLIENT future customer requirements, demands and events that may impact CLIENT's ability to deliver required levels of service. This includes the understanding of the CLIENTS Network Operating Strategy & major programmes portfolio present and future.
  3. Provide customers with a service portfolio view of CLIENT's capabilities, partnerships, products and services.
  4. Develop and deliver customer focused performance reporting to include service provision, incident & fault management, and service delivery management to allow actual customer service reporting.
  5. Build and maintain effective relationships with CLIENT customers and manage their telecoms requirements to fully understand and develop effective solutions and service improvement plans. Includes introducing and bedding in new products & services.
  6. Develop robust relationships with all CLIENT departments, suppliers and manage customer's requirements in a timely and cost-effective manner
  7. Manage interface with CLIENT support functions to identify & resolve issues impacting on agreed targets & proactively manage customer concerns, initiating & managing corrective actions on behalf of CLIENT exhibiting good customer contact management.
  8. Act as the voice of the customer within CLIENT managing service development to be fit for purpose and meeting customers' requirements, inputting to CLIENT's Product roadmap to support customers in having a clear understanding of CLIENT's capabilities
  9. Lead all customer engagement in relation to quality of service, including identification of requirements and optimisation of opportunities for service improvements.
  10. Drive CLIENT's investigative analysis activities to provide detailed root cause analysis reports feeding into service improvements and ultimately customer satisfaction.
  11. Recommend and input to CLIENT's service offering and product catalogue to support customers in having a clear understanding of CLIENT's capabilities.

Job Skills, Experience and Qualifications

Essential - Mandatory

Knowledge of telecommunications industry best practice operational and business support systems Demonstrable experience of:

  • Telecoms customer and service management of IP-based and Legacy technology asset environments
  • Business TO Business Customer Service (B2B)
  • Delivering high levels of customer service and satisfaction in changing and competitive telecoms environments
  • Incident & Problem Management processes & reporting
  • Excellent communication skills, both written and verbal
  • The ability to influence and persuade when working under pressure (eg demonstrable experience of directing the recovery of customer services).
  • Highly organised with excellent prioritisation skills.
  • Outstanding facilitator, skilled at directing complex situations towards a positive conclusion.
  • Excellent at building relationships and mobilising virtual teams to collaborate in the interests of achieving a common goal.

Desirable

  • Educated to degree level or equivalent
  • Knowledge of/experience in the railway industry telecommunications technologies/standards

customer service - customer service manager - problem management - incident management - IP based - telecoms - telecommunications - rail - customer service management - B2B - business to business - business 2 business




Reference: 968026504

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