Customer Operations Manager

Job Title: Customer Operations Manager
Contract Type: Permanent
Location: Bedfordshire, England
Salary: £40000 - £48000 per annum
Start Date: ASAP
Reference: 70167-ITENG-REF_1505384802
Contact Name: Rebecca Fagan
Contact Email:
Job Published: September 14, 2017 11:26

Job Description

Customer Operations Manager - Dunstable/Harrogate - Permanent Position - £40,000 per annum.

Responsibilities will include:
·Manage multiple operational relationships, managing the day to day SLAs and recognising commercial opportunities, service improvements and risk mitigation
·Supports the Customer Relationship Manager in ensuring the department retains the necessary levels of operational and support capabilities to meet its delivery obligations (People, Process, Products, Partners).
·Conduct regular meetings with internal stakeholders to promote the services and identify potential improvements and risks.
·Ensure risks identified within the Service are raised as appropriate, review existing risks on a regular basis ensuring all actions are completed and updated in a timely manner.
·Communication of all operational changes to the relevant Schemes and Customers, and internal stakeholders.
·To bridge the gap between the service and technical delivery teams and the customers.

·Ability to organise, lead and facilitate key stakeholder meetings and workshops as required.
·Experience in a Customer Facing role.
·The ability to adapt to rapidly changing circumstances.
·Experience in a Customer Facing role.
·Ability to manage SLAs in a highly effective manner.
·ITIL Foundation Certification.
·Communicating - highly effective communicator. Uses all relevant channels and resources to communicate business strategy, business offerings and value propositions internally and externally.
·Have significant experience of negotiating and influencing effectively at all levels, presenting well and portraying a professional image both internally and externally.
·Problem Solving for high visibility issues with the Customers.
·Willingness to travel, with associated periods away from home.