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Service Delivery Specialist
2 weeks ago
The Service Excellence Manager plays a pivotal role in fostering a culture of service excellence within the Customer Service & Support team.
This position focuses on enhancing the customer experience, improving operational processes, and implementing best practices to ensure the highest standards of service delivery.
Key responsibilities include:
- Developing and implementing a service excellence strategy aligned with business goals and objectives.
- Leading, mentoring, and inspiring the CS&S team to adopt a customer-centric mindset and commitment to continuous improvement.
- Establishing and communicating clear service standards and performance metrics.
- Monitoring and analysing customer metrics such as Call Journey AI, First Call Resolution (FCR), Customer Satisfaction (CSAT), Call/Digital Quality (CQ) trends and defect/incident trends.
- Developing and implementing strategies to improve customer satisfaction and engagement.
- Identifying and analysing key processes within the CS&S team that impact service delivery.
- Leading initiatives to streamline processes, reduce inefficiencies, and eliminate redundancies.
Role Responsibilities
As a Service Excellence Manager, you will be responsible for developing and implementing a comprehensive service excellence strategy that aligns with our business goals and objectives.
You will lead, mentor, and inspire the CS&S team to adopt a customer-centric mindset and commitment to continuous improvement.
Key skills required for this role include exceptional data and analytical skills, strong understanding of finance processes, regulations, and best practices, excellent leadership, communication, and interpersonal skills.
Preferred candidates will have proven experience in a management role within a service environment, with a focus on service excellence and process improvement.
Benefits
At our company, we offer a flexible working environment and competitive compensation package. We prioritise employee well-being and provide a safe, healthy, engaging, and productive work environment.
