Service Relationship Lead - Manchester, United Kingdom - Freedom Fibre

Freedom Fibre

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

As a Service Relationship Lead, you'll be responsible for servicing customer needs by supporting long-term relationships within your client portfolio.

To promote and drive service delivery success, provide leadership, reduce operational costs, and drives improvements throughout the service operational lifecycle and working as a team.

The overall objective of this role is to grow successful connections and recommend the development of business strategies or initiatives.

Key Result Areas:

Responsible for a varied portfolio of clients / suppliers, delivering high quality service to internal and external customers, responding to, and resolving account service issues.
Provide reliable and high standard of service as the single point of contact
Coordinate the delivery of all services to your customers using product and service specialists as required
Embrace continuous improvement and problem solving by reviewing your portfolio to identify opportunities, risks, and successes
Maintain up to date records on behalf of the customer using the appropriate systems and processes
Coordinate any adhoc customer requirements
Ensure service levels are maintained including validated invoices, queries progressed to resolution
Managing the service in line with contractual agreements
Identify inconsistencies in data, define business issues and formulate recommendations on Freedom Fibre policies, procedures, or practices
Ensure all support groups are performing to the expected standards and liaise with internal FFL departments / suppliers to ensure swift resolution of fulfilment or assurance activities.
Develop and support peer relationships both within operations and across FFL.
Ensure all provisioning and assurance processes are used efficiently and accurately to reduce delays and customer dissatisfaction.
Support management with development in FFL by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
Effective time management ensuring tasks are effectively complete with agreed timeframes.

Relevant Experience:

Must have performed a similar role in the utilities sector (preferably telecoms)
Experience of building strong relationships both within an organisation and with stakeholders
Demonstrate personal flexibility and mobility
Computer literate and able to use conventional MS Office software suite of tools

Desirable Experience:
Senior Leadership Experience

Desirable Qualifications:

ITIL Foundation
ITIL Service Operations

Aptitude, skills and abilities:

Problem solving skills
Clear written and verbal communication
Excellent presentation/communication skills

Personal attributes:

Attention to detail
Results oriented mind set with a proven track record of delivery
Ability to create, manage and report business metrics with recommendations for improvements.
Personal drive and commitment, and a desire to make a difference
Agile and pragmatic approach to problem solving
A team player