Client Services Manager

Job Description

The Client Services Manager will be responsible for liaising with customers on contractual, commercial, and operational matters. You will represent the business to orchestrate the delivery of agreed contract deliverables through effective stakeholder managementand facilitate productive engagement with all customers and suppliers, as well as internal business support functions. You will facilitate and assist in identifying Continual Service Improvement (CSI) opportunities and become a subject matter expert of theoperation.About UsWe are Calisen. We own and manage essential energy infrastructure assets that offer smarter energy for all.Through smart metering, installation, data services, EV charging infrastructure, and the electrification of heat, we’re creating a more sustainable future, bringing smarter energy to all in conjunction with our core business values. Calisen is in an excitingand strong position where we are seeing growth and development in all areas of the business.Key Accountabilities

• Manage the day to day running of customer and supplier contracts.
• Act as an escalation point for customer and supplier contractual enquiries and operational queries.
• Be a Subject Matter Expert of the Calisen Metering operational activities, processes and have a high-level understanding of operational IT system capabilities.
• Understand the customer operational functions and processes that interface with Calisen Metering operational functions and processes.
• Lead customer meetings alongside the Operations Team or alone to discuss operational, contractual and commercial matters, feeding back information internally.
• Take ownership, where required, of operational, contractual and commercial issues /escalations to facilitate progress and resolution with stakeholders and functional units.
• Ensure that the Customer and internal perceptions and expectations are understood, with plans aligned to facilitate improvement with creativity around insight.
• Working with stakeholder functions (Customer and internal), facilitate and assist in identifying Continual Service Improvement (CSI).
• Seek operational opportunities for value add, increasing revenue and reducing the cost of support.
• Develop an appropriate communication plan that reports, updates and provides appropriate feedback channels that enhances internal and external stakeholder engagement.
• Understand the contracts Service Level Agreements and ensure Key Performance Indicators are delivered.
• Provide contractual reports in an appropriate format and in a timely fashion to Leadership Team and Senior Management Teams.
• Proactively lead contract governance meetings and provide up-to-date information to Senior Management Team, identifying issues and appropriate actions.

What we are looking for

• A track record of developing strong contract management and operational relationships with internal and external stakeholders.
• Experience of continuous improvement activities
• A good understand of service levels and key performance indicators
• Experience in understanding data and analysis
• Computer literate with ability to operate Microsoft Office and email
• Excellent communication and interpersonal skills
• Ability to work as part of a team and on own initiative
• Good organisational and administrational skills

Calisen is proud to be a Real Living Wage paying employer. We believe in the inherent value of our colleagues, and it is our commitment to provide fair and competitive pay that reflects the real cost of living. We understand that whenour team members are compensated fairly, it not only enhances their well-being but also contributes to a positive and thriving workplace.Calisen is committed to providing a diverse, equitable, safe, and inclusive environment as we bring smarter energy to all. The more diverse our teams’ backgrounds, experiences, and ways of life, the stronger our business and relationships with our customerswill be. Individuals are welcome to apply to our open positions regardless of age, gender, race, religion, belief, sexual orientation, marital status, neurodiversity, and physical ability. We are a Disability Confident Employer and happy to consider any reasonable adjustments that candidates may need during the recruitment process, and you will be asked whether you require any during your application.