Customer Account Services Executive

Salary: £28-32,000
Location: Cardiff
You will take responsibility for a programme of continuous service improvement, based on industry best practice and benchmarking against other high performing organisations and drive new and innovative service to the market

The ideal candidate will be commercially astute, have experience of working with senior stakeholders both internally and externally, and hold an appropriate academic and (or) vocational qualification in a relevant discipline. Candidates who can demonstrate the equivalent experience may also be considered.

You will be able to demonstrate and substantiate the implementation of large scale SLA’s and service solutions in a pan European and global business.

Responsibility for and overseeing the specification of services, leading regular internal service review meetings and meets customer representatives regularly to monitor performance against agreements and ensures that an agreed level of service is maintained

Creating and obtaining buy-in for the structure of the Service Level Agreements.

Determines service level requirements, negotiates and agrees new service levels working with service delivery teams and the service operations manager, and incorporates these within SLAs.

Ensure that service delivery staff have clarity on the scope and level of service required of them through the development and maintenance of Operating Level Agreements (OLAs) containing Key Performance Indicators (KPIs) linked to SLAs.

Ensuring that all templates for the Service Level Management process are up to date.

Ensuring all back-end agreements for SLA’s are established, including Operational Level Agreements, Underpinning Contracts and also agreements for the IT Service Management processes.

Ensures that service delivery meets agreed service levels and instigates action to rectify non-performance and under the direction of the service operations manager, reviews any complaints and compliments related to service delivery.

Building strong relationships with Internal and external groups, and other business processes, in particular national sales companies and other service centres Planning Service Reviews and facilitating meetings and liaises regularly with internal service providers to review and improve performance against SLAs.

Reviews and renegotiates SLAs to meet changed needs as appropriate (in conjunction with Financial Manager).

Identification of stakeholders, customers, key users.

Establishing and setting requirements to underpin the processes and mapping these into the Service and repair centre to ensure delivery against SLA’s
Customer Account Services Executive will have excellent understanding of pan European and global service programmes

·Academic and (or) vocational qualification.·Minimum 3 years experience in a similar position.·Commercially astute.Computer Literate.

·Experience of Siebel and ORACLE is an advantage.·Budget, P&L management and (or) knowledge

·Proven CRM expertise.·Experience of Tender processes

·Excellent negotiation and risk management skills.
Additional Specifications / Comments:

The Customer Account Services Executive must be able to demonstrate and substantiate their achievements of driving service levels

·Must be able to establish and maintain excellent customer relationships.

·Professional resolution of customer issues.

·Second Language desirable.

£28-32,000 (Depending on Experience)
Working hours: 38.75 per week

Please apply to

Travel to work from Cardiff,Newport,Cwmbran,Bridgend,Merthyr Apply now

Contact: Jason Hughes

Tel: 02920 660 214
Fax: 02920 660 187
Sophia House, 28 Cathedral Road, Cardiff, CF11 9LJ