Client Service Manager

Description:

In Ireland, we operate globally and deliver locally, serving multinational corporations, indigenous exporters and public sector organisations in every segment of the Irish economy, as well as other major communications providers through our wholesale channel. Our portfolio is a powerful combination of cloud services, global networking, IT integration, carrier voice and data services, contact centre solutions and professional security expertise, enabling customers to solve complex business communications requirements on a global scale.

The role holder has overall accountability for the service relationship of your assigned customers on behalf of BT. You will be accountable for the performance and governance of services for your customer. You will lead the way in setting and executing the service strategy for the customer, creating stand out quality customer experiences, broadening and deepening relationships with your customers and colleagues to drive customer satisfaction and inspire loyalty.

• Deliver the service vision & strategic direction across assigned contracts

• Accountable for customer experience & delivering a customer experience plan to drive improvement across all areas of the contract

• Ensure delivery of contractual SLA performance, RFT milestones & improve overall customer satisfaction

• Build & maintain strong relationships with internal & external suppliers

• Leadership, development & motivation of virtual teams responsible for delivering service for your clients

• Review and report on service performance direct to customers and internally