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Customer Integration Manager – Customer Services
Essex, Southend
£ Attractive Package
This a fantastic opportunity to join our client's Customer Service team as a Customer Integration Manager.
The role:
Based in their Southend office the main scope of the role is to assist the Implementation Manager and Service Designer to smoothly introduce new products, services and customers into Customer Services allowing seamless service and support to be provided.
The role holder will ensure that the Customer Services function is alerted and suitably prepared for new customers in terms of systems, training, documentation and records whilst working closely with Operations teams to understand and mitigate any resource impact.
The main responsibilities of the role:
* To design, own and manage the new customer sign off process from build to service
* To gather, collate and distribute relevant documentation on new customers ‘Service Wrap' to Customer Service Operations teams
* Work closely with the Workflow teams and Operations Managers to effectively plan any required changes to resource
* Work closely with the Business Process department in making any required changes to Operations and support processes and procedures
* To work closely with the Service Designer providing a detailed forecast of new customer acquisitions to enable budget planning
* To ensure that all new customers receive a welcome pack with relevant service descriptions, contact and escalation points etc.
* Assist in driving necessary changes to CRM tools, systems and applications where required
* Ensure that all new customer network records are present and are to the required standard
* Work with training teams where any new customer impacts process or procedure ensuring that changes are identified documented and rolled out
The background and experience required:
* Experience in a customer facing IT/Telecoms service delivery environment
* Knowledge of communications technology and its implementation in the Corporate sector
* Excellent people and change management skills with demonstrable experience of driving changes in a fast paced business environment
* Expertise in MS applications including Excel, Word, Access + FrontPage
* Strong attention to detail and the ability to produce quality documentation
* The ability to build contacts and productive working relationships across business functions
* Excellent organisational and communication skills, along with the tenacity and drive to achieve results in a dynamic and challenging environment
* Understanding of the core technologies that underpin the company's product portfolio would be beneficial
Additional Keywords:
Customer Service, Customer Integration Manager, Customer Services Assistant, Customer Services, Customer Services Representative, Customer Services Advisor, Customer Service Administrator, Customer Services Assistant, Customer Services Executive.
For further information or to apply, please submit a copy of your CV along with a covering note detailing your salary expectations. If your skills and experience meet with our client's requirements, they will be given full exposure to your details. Applicant details submitted will only be used in conjunction with this vacancy.
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