Client Service Manager

Strategic Support: Collaborate with the account team to facilitate strategic initiatives, providing insights into customer needs and preferences, and inputting into operational and service design to support BT bids and align with customer requirements.

Stakeholder Engagement: Communicate effectively with mid to senior operational and delivery executives, presenting at a senior level with confidence to gain customer buy-in and confidence in BT, while being accountable for outcomes and commitments.

Service Improvement Planning: Take direct responsibility for creating, managing, and implementing Service Improvement Plans on customer accounts, identifying problem statements, mapping situations affecting customer KPIs or experience, and engaging with relevant ITIL stakeholders to provide solutions for positive outcomes.

Issue Escalation and Problem Resolution: Engage with internal stakeholders and resources, including Senior colleagues on the account or Front Office stakeholders, to escalate and address issues effectively, mobilize senior resources, and ensure timely resolution of customer concerns.

Communication and Relationship Building: Effectively communicate with customers to develop virtual relationships, supporting them and maintaining strong customer rapport through proactive communication and problem-solving.

Compliance and Continuous Improvement: Adhere to ITIL 4 standards and processes, demonstrating solid time management skills, initiative in addressing difficult scenarios, and actively contributing to process development and improvement initiatives.

Matrix Environment: Effectively associating with specialist areas, coordinating with various SMEs/functions on account, including SLA management, risk, audit, CSI, knowledge, and NPS. Responsible for coordinating plans and initiatives within the matrix environment to ensure seamless collaboration and achievement of objectives.

KPI Monitoring and Improvement: Monitor Key Performance Indicators (KPIs) and experiences, identify situations affecting them, and engage relevant stakeholders to provide solutions that meet customer needs and drive positive outcomes.

Team Leadership and Development: Lead and motivate a team of Client Service Professionals, fostering a culture of excellence, collaboration, and continuous improvement, while ensuring the development and alignment of team members to drive customer-centric outcomes.