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Service Delivery Executive

Location: REDHILL, SURREY Salary: 25000 - 27000 GBP Per Annum
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 10 months ago Reference: 3074384

The Service Delivery Exec-Sales Operations will manage the service delivery within Customer Services/Credit collection within KPI’s and to budget. In this role you will continuously seek to improve efficiency and enhance customer experience.

Monitor day-to-day service delivery in designated area of responsibility, managing relationships with the outsourced partner and / or internally as appropriate.
Analyse trends, identify anomalies and track performance against KPIs. Using this information, recommend process changes internally or to be adopted by the outsourced partner and form part of the team investigating, planning for and implementing changes where appropriate.
Proactively seek to identify opportunities to refine and improve business processes to manage risk, increase effectiveness and efficiency to enhance the customer experience.

Manage and participate in projects internally and be the TGP liaison / manager for projects taking place within the outsourced partner, with authority to authorise and sign project documents where appropriate.
Manage and resolve complex or sensitive customer issue and complaints escalated from our outsourced partner.
Analyse causation of escalated issues and identify process improvements, recommending or implementing these as appropriate.
Co-ordinate the administrative process in dealing with refunds and write-offs accurately and efficiently with a view to minimising loss.
Present operational risk and service impact and make recommendations for process solutions.

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