Background

ComputerWorld is a provider of expert business IT solutions, consultation, training and support, aiming to provide the complete breadth of IT solutions with a truly personal service.

We specialise in Infrastructure Modernisation, Workspace Transformation, Security, Training and Managed Services.

Our purpose is to enable people through technology.

We are engaging and consultative in the way that we work; we take the time to understand both the people and the business.

We are professionals with high-levels of expertise allowing us to demonstrate, architect, supply, install, train and support the technology delivered in a way that helps our customers to achieve their goals.

We aspire to unlock brilliance in our colleagues with clear development and career progression plans to align individual growth to the organisational growth plans.

Overall Purpose of the Role

Imagine the brand that makes you think of a truly exceptional client experience – the one that leaves you delighted every time.  Not just satisfied, DELIGHTED!  This role is the customer champion; defining and ensuring a level of service that makes us proud of every single transaction. 

As the business grows, the Customer Excellence Manager will ensure that the processes develop to enable scalable delivery.  The Customer Excellence Manager will ensure that all aspects of the customer lifecycle are owned and managed with excellence in mind.

Key Duties & Responsibilities

  • To deliver the customer excellence operations to support the strategic goals .
  • To understand the existing processes and procedures and champion change as appropriate.
  • To identify existing challenges affecting the customer experience and recommend methods of remediation.
  • To understand the capabilities of the organisational systems and identify where automation and efficiency measures can be implemented to reduce opportunities for error or inconsistency.
  • To oversee the day-to-day delivery of customer service activities and to work with stakeholders to understand the ‘voice’ of the customer.
  • To develop Service Level Agreements against which delivery commitments will be measured.
  • To oversee the supplier and customer management processes to ensure that the supply chain efficiency is maximised.
  • To manage goods in and out processes including the movement of physical stock (which may be reasonably heavy, 20kg max).
  • To ensure that accuracy is achieved in all aspects of the customer experience.
  • To be a customer escalation point on individual customer service issues and to own the matter to resolution.
  • To identify areas where additional process training is required and work with People services to identify suitable content and support delivery. To provide development support to team members to understand the expectations of them and to ensure they have personal growth opportunities and career development opportunities.
  • To champion and deliver a culture of continuous improvement.
  • To deliver against the organisational values, to hold colleagues to account and to promote the values through all ComputerWorld interactions.
  • To undertake all statutory responsibilities aligned with the expectations of the role.
  • Coverage of your team members duties during periods of leave and absence.

Knowledge, Skills and Qualifications

Essential

  • An understanding and demonstrable knowledge of customer service best practice.
  • Experience of leading a customer delivery team.
  • The ability to motivate, coach and develop colleagues.
  • A solution-based mindset.
  • Resilient to change.
  • Confident with a proactive attitude.
  • Able to create and present a vision of customer service excellence across a diverse range of stakeholders.
  • Excellent attention to detail.
  • Ability to identify trends, apply a methodical approach to identify root causes of issues and provide suggestions for improvements.

Desirable

  • Experience of working within an IT service and goods delivery organisation.
  • Understanding of ITIL processes or experience of following ITIL methodology?
  • Experience of working in a procurement environment.
  • Project Management (PRINCE2) or comparable experience.
  • Previous user experience of ConnectWise

Core Competencies

  • Communication
  • Assertive and persuasive
  • Commercial acumen
  • Process orientated
  • Team player
  • A passion for problem solving