Customer Service Manager

Company Overview:
Join nGeneration, a leading provider of IT Services and Solutions to the Hospitality, Leisure, and Retail Industry. With over 22 years of experience, we pride ourselves on delivering innovative solutions and exceptional service to our clients. Our Head Office is located at Vaughan Park, Sedgley Road East, Dudley, DY4 7UJ.

Position Overview:
As a Customer Service Manager (CSM), you will play a pivotal role in ensuring the satisfaction of our clients by managing their accounts and overseeing the delivery of our solutions and services. Reporting directly to the Managing Director, you will act as the main point of contact for customers, ensuring that their needs are met and their expectations are exceeded.

Key Objectives:
Serve as the liaison between the customer and the nGeneration Managing Director.
Ensure that all solutions, managed services, and deployment services are delivered in accordance with contractual obligations and to the satisfaction of the customer.

Main Responsibilities:
Manage customer accounts on a day-to-day basis, ensuring compliance with contractual obligations.
Measure, monitor, and make recommendations for improvement of the customer service delivery experience.
Attend customer head office on a weekly basis as required.
Act as an escalation point for support issues from the customer.
Prepare monthly invoicing for maintenance, hardware, and IMACS services for the customer.
Arrange and chair weekly internal management departmental meetings.
Attend and chair weekly and monthly Service Review meetings and provide monthly reporting to the Managing Director.

Key Tasks:
Develop and maintain customer relationships on a day-to-day basis with all key stakeholders.
Act as the first point of contact for customer requests, queries, and escalations.
Develop an in-depth knowledge of the customer, their brands, aims, and objectives.
Understand nGeneration’s contractual obligations to ensure compliance at all times.
Thoroughly investigate customer complaints and provide recommendations for improvement.
Identify opportunities for revenue growth for nGeneration.

Skills and Attributes:
Previous experience in a field-based IT implementation or field service role preferred.
Understanding of IT implementation or field service roles within the hospitality or retail industry.
Strong verbal and written communication skills.
Confident and outgoing personality with the ability to work under pressure.
Excellent project management, planning, and organizational skills.
Positive attitude with a can-do approach to problem-solving.
High attention to detail and ability to work both independently and as part of a team.
Competent in Microsoft Excel, Word, and Outlook.

Remuneration and Conditions:
Salary: £32,000 per annum
Full-time, Permanent position
Working hours: Monday to Friday, standard hours of 9:00 am – 5:30 pm (flexibility required for customer escalations outside standard hours)
Company car provided for business and personal use
Company fuel card provided for business travel
Expenses reimbursed in line with company policy
28 Days holiday including Bank Holidays
Contributory Workplace Pension scheme
Employee recognition awards and benefits

Application Process:
If you are passionate about customer service and have the skills and experience required for this role, we would love to hear from you. Please apply with your CV for our Recruitment Team to review.

Job Types:

Full-time, Permanent
Pay:

£32,000.00 per year

Benefits:
Company car
Company pension
On-site parking

Schedule:
Day shift
Holidays
Overtime

Supplemental pay types:
Performance bonus

Experience:
IT support: 1 year (preferred)
EPOS: 1 year (preferred)

Licence/Certification:
UK Driving Licence (required)

Willingness to travel:
100% (preferred)

Work Location:

In office travel to customer site when required