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Customer Support Manager

74% Flex
Remote: 
Full Remote
Contract: 
Freelance
Experience: 
Mid-level (2-5 years)
Work from: 
United Kingdom

Offer summary

Qualifications:

Experience in service improvement activities, Experience in fast-paced B2B environment.

Key responsabilities:

  • Manage customer onboarding and user adoption
  • Handle complex technical escalations and billing issues
  • Identify and implement operational service improvements
  • Maintain and update operations manuals throughout the contract duration
SCC logo
SCC XLarge https://www.scc.com/
5001 - 10000 Employees
About SCC
SCC unleashes the potential of IT for global businesses, as one of Europe’s largest independent IT groups. Operating out of 65+ locations in the UK, France, Romania, Spain and Vietnam, SCC delivers limitless IT solutions in partnership with the world’s best technology vendors. Customers depend on us more than ever before to keep their businesses and public services running smoothly as well as meeting their business outcomes whether its improving operational efficiency and productivity, increasing business agility or modernisation. Cyber Security We support our customers protect data, networks and systems. With offering monitoring and reactive to automated and proactive services we mitigate legal and financial risk as well as brand reputation to our customers. Digital Workplace The end user, the ultimate customer, is at the heart of everything that needs to be delivered. To do their job, they require access to suitable devices, applications and data in a way which is secure and accessible regardless of the location they are in. Our relationships with our key vendors help us deliver the right technology to all our customers. Hybrid Infrastructure Whether it is on-premises or in our UK data centres we can provide colo, private cloud including our own dedicated platforms Cloud+ and Sentinel, public cloud through our dedicated SCC Hyperscale practice and ensuring secure connectivity. We’re trusted to discover, design, supply, migrate, manage and optimise IT that supports European economies through enduring partnership, driven by curiosity and inspired by innovation.
See more SCC offers

Job description

Logo Jobgether

Your missions

We are actively building diverse teams and welcome applications from everyone.

Role: Customer Support Manager

Location: Remote, UK

Contract Type: 12 month Fixed Term contract - Maternity Cover

Salary Package: Competitive base salary plus company car/car allowance & Extensive company benefits

Hours: 9.00 am – 5.30 pm Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs

Interview Process: 2-stage process

 Why SCC?

  • An inclusive workplace
  • Excellent package: solid basic and company benefits
  • Hybrid working in line with role requirements
  • Career development and life-long learning opportunities
  • Opportunity to join Europe's largest privately-owned IT Company

Role Purpose

Ownership of service improvement, service recovery and service assurance for corporate/strategic customers.

The role will be aligned to a group of customers based on geography to where the main operational centre(s) is/are but requiring national travel. Working with corporate/public sector account managers/directors on service delivery performance improvement, recovery or assurance, issue resolution including service management. You will be looking to drive continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Key Responsibilities

  • Working with Customer and Internal Departments manage with the Projects and Transition teams to ensure successful on boarding of new customers or “Reboarding” of renewals for existing customers
  • Manage the creation of the Operations Manual to deliver an exceptional on-boarding experience.
  • Oversee account setup and creation and user adoption during first 90 days of relationship
  • Working with the Heads of Contracts and Product Management to ensure End of Contract Management cost recovery is maximised and spend minimised.
  • Working with stakeholder functions (Customer and internal) facilitate and take the lead in identifying operational service improvements and reducing the cost of support across a customer or portfolio of accounts.
  • Work with the Account Managers/Directors to review the Customer Satisfaction measurement, review of feedback and translate into CSI initiatives
  • Focus on best practice and service improvement, challenging the way we do things, with a view to driving process improvement
  • Managing customer specific Service Improvement plans and/or departmental multi customer Improvement Plans
  • Continual update and improvement of Operations Manuals during the life of the contract
  • Investigate and solve customers' problems relating to areas such as billing, consumables, and other escalations, which may be complex or long-standing problems relating to specific processes or devices
  • Resolving the resolution of any technical or consumable escalations
  • Ensuring operations teams are aware of changes and are prepared
  • Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities such as office moves or software queries

Skills And Experience

  • Extensive experience of working with the client and operations teams to identify and manage service improvement activities
  • Managing additional resources when needed e.g. specialist teams or people for specific issues / opportunities such as office moves or software queries
  • Demonstrable experience of leading implementation and chang e
  • Outstanding relationship management communication and negotiation skills at all levels
  • Good experience in a fast moving customer focused B2B organisation

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.
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