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Customer Service Delivery Manager
Customer Service Delivery Manager
Customer Service Delivery Manager
Posted 14 days ago
- Derby, Derbyshire
- Any
- External
Location: East Midlands Gateway
The Customer Service Delivery Manager is a pivotal position within the business and has significant communication and involvement with our customers to ensure customer satisfaction through achieving SLAs. Reporting to the Key Account Manager you will be independently responsible for coordinating all activities related to customer and operational account management including carrier delivery performance management.
You will be instrumental in understanding the needs of the customer whilst building and maintaining the relationship between the customer and Arvato.
Your tasks
Within the role, your responsibilities will include:
Being accountable for managing daily operational performance and KPI achievement for the customer and resolving any queries within the agreed SLA (Service Level Agreements) timelines including leading daily/weekly customer and operational meetings.
Leading and/ or supporting the preparation and execution of customer appointments and MBRs/QBRs, providing insight for all service-related matters.
Liaising with all departments or subcontractors as required to resolve customer queries.
Supporting the Operations team with the overall process knowledge and customer requirements for BAU and continuous improvement projects.
Completing root cause analysis for queries and liaising with the appro...
The Customer Service Delivery Manager is a pivotal position within the business and has significant communication and involvement with our customers to ensure customer satisfaction through achieving SLAs. Reporting to the Key Account Manager you will be independently responsible for coordinating all activities related to customer and operational account management including carrier delivery performance management.
You will be instrumental in understanding the needs of the customer whilst building and maintaining the relationship between the customer and Arvato.
Your tasks
Within the role, your responsibilities will include:
Being accountable for managing daily operational performance and KPI achievement for the customer and resolving any queries within the agreed SLA (Service Level Agreements) timelines including leading daily/weekly customer and operational meetings.
Leading and/ or supporting the preparation and execution of customer appointments and MBRs/QBRs, providing insight for all service-related matters.
Liaising with all departments or subcontractors as required to resolve customer queries.
Supporting the Operations team with the overall process knowledge and customer requirements for BAU and continuous improvement projects.
Completing root cause analysis for queries and liaising with the appro...