Client Services Manager
- Recruiter
- Ricoh UK Ltd
- Location
- Holcot
- Posted
- 19 Aug 2018
- Closes
- 12 Sep 2018
- Job role
- Accountant
- Sector
- Accounting - Public practice
- Experience level
- Manager
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With over 108,500 employees and offices in over 150 countries, Ricoh has built its excellent reputation by developing office automation solutions, enabling individuals and organisations to improve the quality and productivity of office communications in all corners of the world.We are currently looking to recruit a Client Services Manager to act as a key point of contact for nominated client(s). You will be accountable for operational processes from contract award though to and including BAU ensuring performance against agreed Service Levels, Key Performance Indicators and cost whilst achieving a high level of customer satisfaction/retention.
What you will be doing
• Maintain Customer Relationships-Manage the services and act as the customer escalation point for BAU services, ensuring all services are delivered and documented in the operations manual as per the statement of works. • Identify Service Requirements-To highlight the desired outcomes of a service for new and existing customers to uncover new revenue annuity opportunities , to review and collaborate with all stakeholders to establish if the customer's need can be fulfilled using an existing service offering or if a new or changed service must be created. • Customer Satisfaction -To plan, carry out and evaluate regular customer satisfaction surveys. The principal aim of this process is to learn about areas where customer expectations are not being met and put in place service improvement plans to ensure a high level of service is maintained. • Record Customer Feedback -To record customer complaints and compliments, to assess the complaints and to instigate corrective action if required within agreed KPI and pass on compliments to relevant stakeholders.To act as the process owner and to ensure resolution to all internal and external challenges whilst also keeping the Customer informed as appropriate through a structured communication framework.• Contractual Review (CSI) –Using ITIL methodology present formal/regular service reviews to ensure quality, accuracy and relevance of information proactively manage the services delivered, making recommendations for continual service improvements, moves & changes, fleet management, capacity and financial management including making recommendations on new equipment/services available to the Customer. To ensure that the service description is fully documented and kept up to date.
• Operational set up and documentation- using ITIL methods support the project team and act as transition manager where required to ensure the service description and agreed deliverables are accurate to support Ricoh contractual obligations.
• Reporting- To build a reporting information pack that reflects the services described in the services catalogue, and agree with customer any changes that are required are documented and processed through correct change procedure.
We are an equal opportunities employer
Ricoh have removed the disclosure of convictions box from their application process (ban the box - http://programmes/ban-box) offering equal opportunities to all. For all roles, we will judge each individual on their skills and ability before taking into account their history. However some roles are subject to sensitive and restrictive information and, if successful, you may be required to undertake pre-employment vetting checks which include but are not limited to residency check, credit reference check, financial sanctions` check and a DBS Check.
Successful proven track record in complex IT Service Delivery Management encompassing the end-to-end processes.
• Sound business acumen with a good understanding of the service’s function and associated SLA’s.
• Finance P&L awareness to report on the contract’s financial results and profitability.
• High level of presentation skills, for undertaking presentations to both internal and external customers and the senior management team.
• ITIL certified to foundation level as a minimum.
• Conflict resolution skills, excellent analytical skills.
• Intermediate MS Office Tools
• Awareness of Process Improvement and Change Management methodologies.
Ricoh is an exceptional place to work. A place where there is strong emphasis on career development for the right individuals. This is also a role where you can excel within a fast-paced environment and succeed within a great organisation. Are you the right candidate for this key position? If so, we welcome your application.