Service Excellence Manager

The Service Excellence Manager role is a pivotal role, with a strong focus on client understanding, operational continuous improvement (CI), and supporting both the internal team and the client. This position allows Account Managers to focus on commercial aspects while the Service Excellence Manager manages operational efficiencies and enhancements. Job Responsibilities: Client Understanding and Management: - Develop an in-depth understanding of the client's business, SLA's, operations, and specific needs. - Act as the client's advocate within the organisation, ensuring their operational needs are met and exceeded. - Maintain close communication with the client to stay informed of any changes or new requirements. Operational Continuous Improvement (CI): - Lead efforts to identify, plan, and implement process improvements that enhance service delivery. - Work closely with internal teams, particularly the Senior Team Leader & Account Managers, to ensure operational processes are
streamlined and effective. - Manage last minute requests from clients and drive through to completion - Identify and drive improvements internally across supply chain, operations, purchasing and other departments - Manage root cause and corrective actions with 3rd party carriers - Monitor the impact of CI initiatives, providing feedback and reporting on the effectiveness of changes. Data Analysis and Reporting: - Analyse data from CRM systems to gain insights into service performance, client satisfaction, and areas for improvement. - Collaborate with the data analyst to generate reports that support ongoing mini projects aimed at operational enhancements. - Utilise data-driven insights to make informed decisions and recommendations for service improvements., Data-Driven Decision Making: Strong analytical skills to interpret CRM data and collaborate with data analysts effectively. - Operational Expertise: A solid understanding of service delivery processes and the ability to drive continuous improvements. - Client Focus: Deep commitment to understanding client needs and delivering solutions that enhance their experience. - Collaboration: Ability to work closely with different teams, including data analysts, senior team leader, and account managers. - Training and Development: Experience in training teams and fostering a culture of continuous improvement. - Communication: Strong communication skills for reporting on progress and liaising with both internal and external stakeholders.

Competitive Salary

- Competitive Salary and pension scheme with life assurance - 25 Days Holiday (plus 8 statutory Bank Holidays) - Holiday buy-back scheme (5 additional days available)