Client Service Manager

Job content

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at Openreach. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About This Role

The role holder is accountable for delivery, repair and decisions around enhanced service offer for a set number of CPs (Customers). The role-holder will drive up customer satisfaction across their specific customer area and own the interface into each CP for all FND improvement initiatives (example, ramping up EMP consumption) . Leading a team of customer experience professionals to work on per customer service improvement plans and own the day-to-day interface and reporting into our customers.This role is created as a service differentiator and cost mitigator for managing CP relationships and is key to achieving increased enhanced service revenues across the value-add service portfolio.

You’ll Have The Following Responsibilities

• End-to-end customer experience across FND
• Service continuity – end-to-end customer issue resolution
• Commercial growth on service i.e. SDFS (stop doing free stuff)
• Reduced aged Debt i.e. Value Add Service payments
• Minimise/reduce SLG payments
• Forecasting accuracy
• Revenue growth and Sales through Service
• Regional partnership – shared delivery accountability
• Product development input through voice of the customer
• Internal and external stakeholder management
  

You’ll Have The Following Skills & Experience

• Best in class relationship Management
• Best in class Customer Satisfaction strategic planning
• Revenue growth and P&L experience (‘Sales Through Service’)
• Senior stakeholder management experience
• Commercial skills and broad understanding of C2M
• Good understanding of the regulatory environment
  

Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community

About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.

We’re a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses. And we’re on a mission - to make the country’s digital network services faster, better and more affordable.

Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.

So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today? You can read more here about working at Openreach.

How To Apply

It’s easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don’t worry if you need to make changes - you’ll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

COVID-19 Notice: We’ve changed our recruitment process so that we can continue to offer exciting opportunities in Openreach We’ve moved to ‘virtual hiring’ until further notice - which includes video interviews and virtual onboarding, to make sure that we maintain candidate and employee safety.

Hiring Manager: lewis.daniels@openreach.co.uk

Job function

Customer service

Main location

UK & Ireland-United Kingdom-London-London

Other Locations

UK & Ireland-United Kingdom-South Glamorgan-Cardiff, UK & Ireland-United Kingdom-West Midlands-Birmingham, UK & Ireland-United Kingdom-Avon-Bristol, UK & Ireland-United Kingdom-West Yorkshire-Leeds

Schedule

Full-time

Working pattern

Standard

Salary

Competitive with great benefits

Closing date

May 6, 2022, 5:59:00 PM