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SERVICE EXCELLENCE MANAGER
Service Excellence Manager
Velocity Recruitment Solutions Ltd
Salary / Wage: £30-35k
Location: Corby
Contact Name: Donna Mills
Contact Telephone: 07968640231
SERVICE EXCELLENCE MANAGER
VELOCITY RECRUITMENT SOLUTIONS LTD
Closing Wed 28th Feb

Our Corby client is looking to recruit a Service Excellence Manager to join their team on a permanent basis. Job purpose: ● Work to identify and optimise all customer touch points ensuring that the service accurately and consistently represents their values, exceeds expectations and takes the service culture from strength to strength ● Work with the Head of Department and colleagues across the business to define and agree service excellence standards, then monitor performance working across the business and uphold commitment to those standards ● Provide great value to all customers by instilling best practice service approaches across the organisation thereby driving up service standards and delighting customers. ● Challenge convention in practices, systems, processes and identify solutions to continuously drive improvements in performance ● Be a fantastic ambassador, role modelling values and professional code in all that you do o To comply with internal and statutory procedures relating to finance, IT, the environment, equipment and health and safety. o To securely hold and maintain data in support of the business compliance with their policy, legislation and good practice. o To ensure that any issue that could affect your performance, health and safety, motivation, and engagement are brought to your manager’s attention. o Support colleagues to provide capacity and resilience across the team where required. ● Success Criteria ● All areas of the business actively engaged in delivering improvements driving service excellence ● Quickly build a great network with your colleagues raising the profile of service excellence ● More comprehensive service metrics introduced ● High level of customer delight evidenced through Net Promoter Score and Customer Satisfaction ● Self-development and ongoing personal development The clients' approach is to work collaboratively and flexibly and you may be required to take on additional responsibilities as and when required to support the business Person Specification Essential ● Able to live our values and professional code ● Customer focused with a passion for driving up service standards ● Experience of working in a similar/comparable role with a proven service improvement background ● Track record of setting standards and collaborating cross functionally to consistently exceed challenging service targets ● Credible ambassador with excellent presentation, oral and written communication skills ● Ability to influence and communicate effectively up to Board level. ● Detailed understanding of service delivery and best practice across all channels ● Demonstrable IT skills ● Networking skills Desirable ● Good understanding of the adult education sector and the shift to Apprenticeship Standards and Levy funding ● Knowledge of management and leadership development ● Achieved Chartered Manager or working towards it ● Project management skills please call Donna to discuss this role further or apply direct to be considered.
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