Global Customer Service Manager

Job Description

Job Title: Global Customer Services ManagerAbout the company:My client works with home insurers to deploy proprietary solutions to deliver sustainable risk reduction. Their focus is on the global scale-up of an insurance product - an end-to-end internet of things solution which protects homes from the impact of waterdamage. Water damage is the single biggest cause of home insurance claims, accounting for $17bn of claims every year in the USA and UK combined. My clients product is a patented self-install solution that connects to the home wireless network and, if it detectsa leak, notifies the customer via the products mobile app and provides access to a team of expert the prodcuts engineers to find and fix the problem.About the role:My client is looking for a talented customer services manager to join their Operations team to ensure they continue to deliver the exceptional customer service that is the foundation of their company.You will be managing a global customer services team supporting end users with leak alerts and troubleshooting issues with the device and app as well as interacting directly with operating systems, hardware, and software.They are fast growing business with a relatively small team in place at present. They are looking for the right person to come in and manage all aspects of our customer support function to ensure that they can continue to perform to a high standard whilethey scale the business.PRINCIPAL ACCOUNTABILITIES:

• Managing my clients customer support teams across the UK, US and the Nordics, covering all aspects of the first line and second line support processes including alert management and technical support
• Managing the engineer diaries on a weekly basis making sure each engineer is being fully utilised in line with the forecast
• Managing our outsourced suppliers for inbound and outbound support
• Working with the Product team to manage second line support tickets in a timely manner
• Managing the production of all escape of water reports for our insurance partners
• Managing the job investigation process with the Operations Director to get the right customer outcomes and to feed into the ongoing product development process
• Managing my clients complaints process
• Managing the training and ongoing development of all my clients customer support executives
• Managing KPIs, quality & performance standards across the team
• Assist in the creation and implementation of new operational processes to improve efficiency and customer satisfaction while reducing costs.
• Assist in the development of the CRM system
• Assist in the development of training manuals and troubleshooting procedures to help both support personnel and end users to interact properly with the hardware and software.
• Providing feedback on the overall customer journey and functionality of my clients device.

About you:To be successful in this role you will need to have the following knowledge, skills and attributes:Essential:

• A minimum of 5-years experience as a manager in a technical customer support environment in a B2C business
• Experience of working with tech products and services in a customer services environment
• Experience of building teams and operational processes
• Strong people management and development skills
• Strong customer management and communication skills
• Working knowledge of Apple and Android operating systems
• Working knowledge of and ability to troubleshoot on Wi-Fi enabled devices
• Experience of working with a CRM system in a customer services environment
• Good planning and analytical skills
• Having the ability to quickly identify problems, form solutions and execute step by step troubleshooting procedures
• The candidate must also have the DNA of an innovator, being adept at questioning, observing, associating, networking and experimenting

Desirable:

• Educated to degree level
• Experience of working with Microsoft Dynamics
• Experience of plumbing and heating systems within a domestic environment

Our people behaviours:You will be a role model of our values and behaviours:Dare to care

• Be known for what you do, not what you say
• Be proactive, supportive, help and encourage others
• Have a positive attitude to work and to your colleagues

Do the right thing

• Be open and honest
• Be respectful: treat others as you would like to be treated
• Deliver on your promises

Own it

• Never look the other way
• Find solutions and turn negatives into positives
• Take personal ownership and responsibility to make things happen

Always improve

• Embrace change and new ways of working
• Put forward suggestions and new ideas
• Look for learning opportunities and new experiences

Win together, trust each other

• Share knowledge and expertise with colleagues
• Build strong relationships with colleagues across the business
• Value the experience and opinions of others

Additional details:

• Geographic location - Hybrid model. Currently our office is located in Walsall but will be relocating to new office space in Birmingham in summer 2022.

• Starting with 6 direct reports working across 3 countries

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