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Service Improvement Manager

Location: WIMBLEDON, LONDON Salary: 33000 - 35000 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 12 months ago Reference: 3049633
The UK’s leading specialist warranty provider and have been in business for over 100 years, with a proud history of looking after people and their products when things go wrong. This company do their best to keep their employees happy too by offering a range of benefits, support and training in a professional and friendly working environment.

The role of the Service Improvement Manager is to examine the current customer repair experience within our client’s facilities and utilise your expertise to create and implement solutions to customer pain points to allow for an optimum customer experience which will reduce our complaint levels.
Key responsibilities include:
• Regular site visits.
• Be responsible for our overall Client complaint reduction plan.
• Be the key contact for major client account(s) and assist on other major client accounts including attending client meetings and following up outstanding actions. Ensuring optimum cost and quality performance.
• Ensure new business is successfully implemented into the department and that a customer centric focus is applied to any new scheme or client set up.

The ability to utilise customer feedback to improve processes.
Proven negotiation skills in particular relating to service provision.
Ability to use MI to monitor trends, anomalies and establish areas for improvement and cost savings and implement these.
How to monitor key financial and repair quality KPIs.
Experience in client relationship management and strategy.
Flexibility as role requires extensive off site visits to D&G contact centres and client sites on a weekly basis.
Driving Licence.

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