Business Service Manager

• Taking ownership of internal service projects and tasks required to improve the service management function and processes and the overall customer experience
• Being a named primary point of contact for large enterprise customers and partners who require a more proactive and bespoke level of in life support than our standard customer base
• Being an escalation contact for enterprise customers requiring prioritised business support in the case of major technical issues and ensuring the customer services team and technical support teams take swift action
• Managing customer communications and expectations during service disruption including proactive engagement prior to planned maintenance
• Leading customer facing service meetings on a regular basis specifically focussed on delivering bespoke service reports for customers that cover SLA performance and root cause analysis and taking ownership of actions and next steps
• Being the primary point of contact for enterprise customers requesting to cancel, cease or upgrade services or for general service enquiries such as billing
• Notify enterprise customers when new package options and offers are released and provide regular product and service updates to ensure they are always well informed and feel engaged with us
• Take an active part and be targeted against the continual improvement of the B2B NPS scores and reacting fast to customer feedback or issues that are raised as part of the NPS customer survey process
• Achieving >90% Resolution Satisfaction (RSAT) from customers following an incident or request
• Continually seek opportunities to attain 5 star Trustpilot reviews and case studies and identify customers who would be willing to take part in the Business Referral Scheme to drive new customer acquisitions
• Effective use of the CRM platform to maintain an accurate set of data pertaining to customer packages and renewal dates
• Ensuring all contact management and processing of customer data meets the requirements of GDPR

• Customer centric
• Demonstrable experience in relevant roles such as account management and customer service
• Knowledge of telecommunications market and portfolio (desired)
• Strong written and verbal communication skills
• Strong IT skills including the use of CRM systems
• Self-motivated
• Well organised
• Strong fit for our brand and organisational culture

Knowledge of telecommunications market and portfolio

• 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days
• Birthday leave
• Cycle to work scheme
• Flexible WFH policy
• Private Health Cover