Position Overview

The Customer Service Executive (CSE) will be responsible for managing all Service Request Processes for their nominated customer(s) and be fully accountable for ensuring process adherence and the applicable SLAs/KPIs are achieved. The CSE will provide key account support to the Service Delivery Management and Sales Account teams on the nominated contracts.

Role Responsibility

• To monitor the day-to-day delivery of our services ensuring the highest levels of performance are achieved, including management of any sub-contractors and internal stakeholders.
• To manage any customer(s) specific service delivery issues, through to resolution using a variety of systems to track and record the actions.
• To monitor and update the set-up of all new services for nominated customer(s), including service transition, third-party engagement etc. to minimise the impact to business as usual (BAU) performance and ensure early achievement of contracted service levels.
• To proactively notify nominated customer(s) of potential issues that will impact on service performance and regular update these clients on call status.
• To support production of accurate and timely MI (management information) to demonstrate delivery performance to nominated customer(s) and to ensure effective management of performance levels (including sub-contractors’ performance)
• To ensure ‘core data’ (e.g., site addresses, equipment list etc. for nominated customers is updated to reflect accurate customer estate sizes and profiles.
• To manage our chargeable activities maximising any potential incremental revenue generation.
• To own and produce the monthly billing reports, allowing the accurate creation of customer invoices.
• To complete additional ad hoc project work, as required.
• To attend and support the Service/Account teams at various customer meetings.

Person Specification

Essential

• Experience of working with Retail/Banking Customers in an operational service delivery environment.
• Experience in working within a Customer Service Environment used to CRM processes.
• Proficient user of Microsoft Office suite, with advanced Excel skills desirable.
• Attention to detail is a must as a large proportion of time will be sent interpreting data.

Desirable

• An understanding of Self-Service devices.