Customer Service Manager

Kick ICT Group

Kick ICT Group is one of the fastest growing providers of IT Services in the UK, with a talented and highly skilled team that provide outstanding service and value to our customers.

Founded in April 2015 by CEO Tom O’Hara, Kick has grown rapidly with acquisitions playing a vital role in shaping Kick as a respected leader within the industry. Since 2015, nine acquisitions have been made. These acquisitions

alongside our strong organic growth have been the key elements in our ability to scale and expand the range of services and levels of expertise that Kick provides to our customers.

Combining over 40 years of expertise and service from respected industry players, Castle and Talon, our five divisions, Technical, Dynamics, Infor, Communications and KickSecure allow us to deliver tailored expertise to each customer.

We pride ourselves on our commitment to providing outstanding IT solutions, services and support. Yet we believe that it's how we work with people that is most important to us.

You can trust in our expertise.

The Role

BASE LOCATION: Bellshill

SALARY: Up to £45K - Depending on skills and experience

WORKING PATTERN: Permanent I Full-time (35 hours per week)

ROLE PURPOSE:

To assist in ensuring the smooth and efficient management of customer service operations, serving as the main escalation point for any service-related issues. You will play a key role in maintaining customer satisfaction by addressing problems quickly, preventing issues from arising, and ensuring that customer service operations run smoothly.

Key Responsibilities

• Act as an escalation point for customer service issues and problems ensuring that all concerns are addressed promptly and professionally.

• Continuously monitor the customer service landscape to identify any emerging issues or potential challenges that could impact customer satisfaction. Proactively take steps to head off issues before they arise, ensuring a seamless experience for customers.

• Collaborate with other departments to gain insights into potential areas of concern and develop strategies and best practices to prevent common customer service issues.

• Consistently review progress of projects to prevent anything going off-course or support calls that are not proceeding as expected, including;
• Identifying and assessing potential issues early on
• providing constructive feedback to the business
• recommending corrective actions

• Work cross-functionally and collaboratively with various teams (Sales, Operations, Project Management, and Support) to improve service delivery and ensure that customer service operations are aligned with business objectives and customer expectations, including;
• Provide feedback to teams about recurring service issues and work together to implement solutions.
• Share insights on customer service trends and improvement opportunities.

• Continuously assess customer satisfaction levels utilising metrics including NPS and customer feedback and agree adjustments to service delivery as needed to enhance the overall customer experience.

• Develop initiatives aimed at improving customer retention and positive relationships.

• Track, analyse, and report on customer service overall performance, providing regular reports to the Operational Board on the status of customer service key metrics, including.
• Use data-driven insights to suggest improvements to processes and team performance.
• Regularly review service delivery and make recommendations for improvements based on feedback and performance metrics.

What do I need?

• Previous experience within a customer service management role in the IT industry
• Excellent interpersonal skills and experience in managing complex customer relationships
• Experience of implementing and embedding customer service frameworks and processes which assist in ensuring a positive customer experience
• Ability to work in a fast paced, constantly changing environment
• Demonstrable experience in creating an analysing reports and data to identify challenges and advise on appropriate solutions
• Excellent communication, time management, and problem-solving skills
• Ability to work with all levels of stakeholders and across business divisions

Benefits

• Competitive salary
• 30 days annual leave (plus a birthday holiday)
• Additional Service Days
• Group personal pension plan
• Private medical insurance scheme
• Hybrid Working
• Life cover (2 x final salary)
• Cycle to work scheme

Kick ICT Group recognise the value of a diverse workforce and are committed to making our working environment inclusive for all.