Job Description

You will ensure our services exceed customer expectations, through granular tracking, monitoring, pro-active intervention and continual improvements. This role will create and deliver an end to end real-time view of service performance and customer experience. This will be delivered through the agreement of service levels with customers, ensuring compliance and communicating performance to key stakeholders. As a fast growing organization this role is for someone who equally likes monitoring, reporting, customer engagement, facilitating cross team delivery and being hands-on where required to pro-actively ensure our products and services are delivered above and beyond customer expectations.

Key Responsibilities

Success Metrics

• SLA, OLA & NPS commitments exceeded
• Clear Service roadmap & Exec Reporting
• Continual operational improvement

Key Accountabilities:

• Accountable for ensuring our service exceeds our OLAs & SLAs every day resulting in services that “just work” and delivering excellent customer experience.
• Create, maintain, deliver and communicate an industry leading service management strategy that delivers exception customer experience that others will attempt to replicate.
• Leads the service delivery teams and the operational activities that drives the customer experience strategy
• Provides leadership and insight at all levels of management to meet the business demand and grow the employee NPS score
• Take ownership and manage all service escalations to a satisfactory conclusion, engaging directly with exec level customers whenever required.
• Ensure every customer who contacts our customer service teams has a one contact resolution
• Manage service improvement and recovery plans and ensure on time delivery of agreed actions
• Critically review our existing systems and processes and implement changes that improve the customer experience, improve the way that we operate and prepare the business operationally for our future growth plans
• Ensure the services team productivity is maximized with regular, proactive customer contact
• Develop and deliver end to end real time views of service performance including customer experience
• Perform regular reviews and maintenance of service level targets, proposing changes and providing direction to the team to improve the service management function
• Work with management and teams to ensure adequate disaster recovery and business continuity plans & procedures are in place and regularly tested
• Defines and sets all operational service KPIs for both internal operations teams as well as our 3rd party partners, monitors them and ensures that they are met to ensure customers have an amazing experience

Benefits

• 23 Days holiday
• Birthday day off
• Extra days leave up to 5 years
• 3 Duvet Days (included in your annual leave entitlement)
• Private medical Insurance
• Income Protection
• Death in service
• Beer o’clock Friday’s 4 o’clock
• Loyalty programme (vouchers, luggage, shopping trip and £500 experience)

Required Knowledge, Skills, and Abilities

Proven experience successfully leading operations, service management, service improvement, implementing SLAs, KPIs, metrics, and monitor points across different services and products. Strong natural Leadership qualities: leads through empowerment and passion way, takes accountability, drives when needed, always keeps the goal in mind, brings the team with them, whilst holding people to account. A proven, likeable, emotionally intelligent leader with a low ego and ability to build a great team. Proven ability to manage teams remotely and in dispersed locations. Experience working with or in the energy sector and a good understanding of key energy services. A strong customer first ethos, enabling win-win situations for customer experience and business goals. Analytical thinker, statistician, problem solver with a strong attention to detail, able to use data to drive service improvement. An eagerness to really get stuck into the mechanics of our business and get hands dirty, to understand how the business works in order to take ownership for fixing problems. Demonstrates a high level of communication skills (oral, written, presentation, facilitation) adapting to all levels of audience and able to articulate how our services meet the customer needs. Meticulous attention to detail. High levels of pro-active energy and enthusiasm. Ability to work effectively and thrive in a fast-paced, start-up environment with constant change through strong organizational skills. Highly motivated and dynamic - willing to go above and beyond with the capability of managing heavy workloads. Strategic awareness of competitor’s services, and legal/ regulatory factors. Ability to drive improvement plans across a range services and understands the commercial implications of the work undertaken. Results orientated, highly organized, process driven and outcome focused. Excellent interpersonal, relationship building skills and the ability to empathize with customers and their needs. Effective and proven negotiation and networking skills at all levels, both internally and externally with an ability to work with multiple stakeholders. Excellent working knowledge of best practice service management processes. Proven experience of managing external service suppliers which supplement our existing teams and would be required to seamlessly fit into our delivery function. Good knowledge of the tools and processes used to inform business and customers pro-actively of service and operational issues. Demonstrates commercial awareness whilst retaining an entrepreneurial spirit. ITIL qualifications. Experience of delivering company-wide communications. Proven experience in commercial negotiations. EMA Qualifications. Education to degree level or equivalent. Excellent IT literacy. Experience in Project Management, agile ways of working and enable teams. Second European language.