The role holder is principally responsible for building and maintaining customer service relationships and driving strategy across their operational units. They will be responsible for a number of operational teams which may be headed by Service Operations and/ or Service Operations Solutions managers these teams will process and/ or progress Customer Orders and/ or process and progress Customer Faults, handle customer enquiries and complaints and/ or ensure revenue collection. This will typically be across a wide range of products or services or for a business-customer base where overall individual contract levels are high. Products or services are more likely to be in their infancy and/ or have high technical knowledge and appreciation and/ or have non standard processes.
Responsible for strategic resource planning to meet work volumes to ensure their teams meet commitments and key KCI points, with objectives around meeting financial, people and customer targets. Frequent external customer contact is a key part of this role