• Supervising a team of customer service advisers
• Assisting with their development on a daily basis
• Assisting the Director with strategy and business planning
• Being involved in appraisals and discipline procedures
• Ensuring a high level of Customer Service is met consistently.

The successful candidate will have a positive approach to work, have worked in a similar environment before and must have managed people.

A permanent role with a fantastic company.

This Customer Services Manager role is for a medium sized team in a fantastic company based in West London.

Customer Support Manager

A unique opportunity has arisen for a Customer Support Manager to join one of Europe’s most experienced Credit Management Services company. Working to support an established client in a rapidly growing department, this role is a 6-month fixed term position with the intention of becoming permanent as we continue to expand!

Our employees are important to us and it shows! Our most recent employee survey demonstrated that 90% of our employees are proud to work for us, 97% identify with our values and 95% of employees believe that our services satisfy our customer needs.

The role:

This role will broadly focus on supporting an established team of Customer Support Representatives within the CMS department. You will be responsible for ensuring company objectives are met through strong  coaching and motivation, whilst promoting fair outcomes for customers. Your responsibilities will include:

What we are looking for:

£Competitive based on managerial experience

About us

Intrum is the industry-leading provider of credit management services. At Intrum UK we believe in leading the way to a sound economy and helping our customers become debt free in affordable ways. Our business is about helping others. Helping individuals in debt get out of difficult situations. Helping companies get paid so they can grow, employ and prosper.

We want to make a difference by ethically supporting thousands of customers to pay off their debt. Our people care about treating our customers fairly and we care about our people.

Additional information

Please note that you will be subject to a credit check and a criminal records check as part of our pre-employment checks process. You should not be bankrupt, have any outstanding County Court Judgements on your credit file or have more than two registered defaults.

Intrum UK are an equal opportunities employer.

The Economist is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

We are recruiting for a Customer Retention Manager to join the Customer Retention team. The successful candidate will develop and manage the subscriber cancellation process, focussing on saving customers at the point they request to cancel. They will work with the Head of Customer Engagement and the Customer Service team to oversee and monitor subscriber cancellations and develop best in class, targeted efforts to win back subscribers. This is an exciting opportunity to develop a key area of the subscriptions business and drive measurable improvements. 

How you will contribute:

• Implement, manage and optimise a multi-channel subscriber save process at the point of cancellation 
• Work closely with the Customer Service team and directly with our BPO to manage the front line customer service cancellations and save process, delivering world-class customer experience and exceptional results through  insight, culture development and a customer-first mindset.
• Work closely with the Product team to optimise the online cancellation journey
• Review, test and optimise current scripts, messaging and save offers to improve save rates
• Constantly interrogate all cancellation data around why people cancel, and how they are saved, to inform optimisation
• Develop more in-depth reporting and insights on key drivers for cancellation and customer pain points to better inform retention decisions in other parts of the customer lifecycle
• Report cancel/save performance against budgeted targets and costs
• Manage cost of BPO saves - advising Head of Customer Engagement on where spend can be best placed
• Support in the training and monitoring of customer service call handlers and agents. Create brand information packs, product guides and competitor pricing comparisons to better prepare agents to deal with objections.

 Ideal skills for this role are:

• 3-4+ years experience in customer service or retention roles, preferably in interaction with a Customer Service centre
• Previous experience in a subscriptions role is preferred
• Determined, energetic can-do attitude - not fazed by challenges or problems
• Focused on KPIs and outcomes
• Confident communicator amongst different stakeholders
• Experience working with and managing third party suppliers 
• Track record of optimising and improving performance, ideally within a customer service / customer retention setting
• Ability to interrogate data, make informed decisions and present reports clearly
• Project management and collaboration skills; comfortable working with various teams across the business to get desired outcomes

Being a Customer Reference Manager at iManage means… 

Helping us share our customers’ success with the world and supporting our marketing, sales and growth strategy. You will be working closely with the Global Marketing, Sales and Customer Success teams developing strong professional relationships internally and externally with our customers and business partners.

iM Responsible For… 

• Shaping the design of our Customer Reference Program including maintaining and optimizing the strategy for identifying, recruiting, engaging with, and delighting customer advocates
• Developing and maintaining a scalable process to identify and track reference customers end to end.
• Inputting customer reference information in our customer database and develop a sales PowerPoint slide for each customer win
• Maintaining a library of customer reference material and ensure it is up-to-date and easy to access.
• Working with internal content team to ensure they have necessary information to develop and complete customer reference materials ie case studies, customer win press releases, testimonials, speaker opportunities, videos.
• Obtaining customers written approval on usage and ensure all teams are notified of any caveats
• Sourcing customers for speaking opportunities at iManage and third-party events
• Sourcing customer quotes for inclusion in materials such as press releases, white papers, research etc

Manage Customer Programs activity including:

• Peer Product Reviews program driving customer validation for iManage in the market (G2 crowd etc)
• Sourcing customer nominations for Analyst activities eg Gartner Magic Quadrants when necessary
• Co-ordinate and manage Customer Advisory Boards working with the Product Management and Marketing teams.  
• Customer event programs working with marketing and events teams
• Partnering with Global Customer Success to support on marketing initiatives with customers to improve our NPS scores
• Producing monthly/quarterly reporting and regular communications to stakeholders

iM Qualified Because I have… 

• A Bachelors Degree (or equivalent) in Marketing.
• Excellent communication skills and can articulate complex topics in a simple and engaging manner
• Excellent project management and organizational skills.
• High Attention to Detail.
• Passionate about building and growing strong relationships.
• Excellent verbal and written communication skills.

About iManage

iManage combines artificial intelligence with content and email management to free, secure, and understand information. Over 3000 companies and 1 million users worldwide rely on our market-leading software to share and protect their most valuable data. Our work is not always easy but it is ambitious and rewarding. 

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. In exchange, we’ll make sure the work you do here is worth doing. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. It’s how we find meaning in everything we do. 

Whoever you are, whatever you do, however you work. Make it mean something at iManage. 

Learn more at: www.imanage.com  

Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/  

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Being a Customer Reference Manager at iManage means… 

Helping us share our customers’ success with the world and supporting our marketing, sales and growth strategy. You will be working closely with the Global Marketing, Sales and Customer Success teams developing strong professional relationships internally and externally with our customers and business partners.

iM Responsible For… 

• Shaping the design of our Customer Reference Program including maintaining and optimizing the strategy for identifying, recruiting, engaging with, and delighting customer advocates
• Developing and maintaining a scalable process to identify and track reference customers end to end.
• Inputting customer reference information in our customer database and develop a sales PowerPoint slide for each customer win
• Maintaining a library of customer reference material and ensure it is up-to-date and easy to access.
• Working with internal content team to ensure they have necessary information to develop and complete customer reference materials ie case studies, customer win press releases, testimonials, speaker opportunities, videos.
• Obtaining customers written approval on usage and ensure all teams are notified of any caveats
• Sourcing customers for speaking opportunities at iManage and third-party events
• Sourcing customer quotes for inclusion in materials such as press releases, white papers, research etc

Manage Customer Programs activity including:

• Peer Product Reviews program driving customer validation for iManage in the market (G2 crowd etc)
• Sourcing customer nominations for Analyst activities eg Gartner Magic Quadrants when necessary
• Co-ordinate and manage Customer Advisory Boards working with the Product Management and Marketing teams.  
• Customer event programs working with marketing and events teams
• Partnering with Global Customer Success to support on marketing initiatives with customers to improve our NPS scores
• Producing monthly/quarterly reporting and regular communications to stakeholders

iM Qualified Because I have… 

• A Bachelors Degree (or equivalent) in Marketing.
• Excellent communication skills and can articulate complex topics in a simple and engaging manner
• Excellent project management and organizational skills.
• High Attention to Detail.
• Passionate about building and growing strong relationships.
• Excellent verbal and written communication skills.

About iManage

iManage combines artificial intelligence with content and email management to free, secure, and understand information. Over 3000 companies and 1 million users worldwide rely on our market-leading software to share and protect their most valuable data. Our work is not always easy but it is ambitious and rewarding. 

So we’re looking for people who love a challenge. People who are happiest when they’re solving problems and collaborating with the industry’s best and brightest. In exchange, we’ll make sure the work you do here is worth doing. That’s the iManage way. It’s how we do things that might appear impossible. How we develop our employees’ strengths and unlock their potential. It’s how we find meaning in everything we do. 

Whoever you are, whatever you do, however you work. Make it mean something at iManage. 

Learn more at: www.imanage.com  

Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/  

Introduction

The Economist is a leading source of analysis on international business and world affairs, published weekly in print and digital editions, and daily through our apps and websites. We deliver our information through a range of formats, from newspapers and magazines to conferences, films and audio. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

We are recruiting for a Customer Retention Manager to join the Customer Retention team. The successful candidate will develop and manage the subscriber cancellation process, focussing on saving customers at the point they request to cancel. They will work with the Head of Customer Engagement and the Customer Service team to oversee and monitor subscriber cancellations and develop best in class, targeted efforts to win back subscribers. This is an exciting opportunity to develop a key area of the subscriptions business and drive measurable improvements. 

Accountabilities

How you will contribute:

• Implement, manage and optimise a multi-channel subscriber save process at the point of cancellation 
• Work closely with the Customer Service team and directly with our BPO to manage the front line customer service cancellations and save process, delivering world-class customer experience and exceptional results through  insight, culture development and a customer-first mindset.
• Work closely with the Product team to optimise the online cancellation journey
• Review, test and optimise current scripts, messaging and save offers to improve save rates
• Constantly interrogate all cancellation data around why people cancel, and how they are saved, to inform optimisation
• Develop more in-depth reporting and insights on key drivers for cancellation and customer pain points to better inform retention decisions in other parts of the customer lifecycle
• Report cancel/save performance against budgeted targets and costs
• Manage cost of BPO saves - advising Head of Customer Engagement on where spend can be best placed
• Support in the training and monitoring of customer service call handlers and agents. Create brand information packs, product guides and competitor pricing comparisons to better prepare agents to deal with objections.

Experience, skills and professional attributes

 Ideal skills for this role are:

• 3-4+ years experience in customer service or retention roles, preferably in interaction with a Customer Service centre
• Previous experience in a subscriptions role is preferred
• Determined, energetic can-do attitude - not fazed by challenges or problems
• Focused on KPIs and outcomes
• Confident communicator amongst different stakeholders
• Experience working with and managing third party suppliers 
• Track record of optimising and improving performance, ideally within a customer service / customer retention setting
• Ability to interrogate data, make informed decisions and present reports clearly
• Project management and collaboration skills; comfortable working with various teams across the business to get desired outcomes

This growing organisation provides third party services to a variety of property and residential businesses - they are looking to enhance their team with the appointment of a Head of CX to join the team.

The key aspects of this role will include:

• Management of a team of CX specialists
• Ensuring outstanding CX Is provided to High Net Worth Individuals / Investors
• Provision of front office concierge and property handovers - resolving all Issues as required
• Gaining Insight and feedback to drive CX at every opportunity
• Key leadership role to drive continual improvement in the business's people, technology, processes, systems and service
• Work as part of the senior management team to help develop and implement an integrated customer experience strategy
• Using insight and data to prioritise customer needs and identify how we can improve their experience through technology and Innovation
• Utilising a new CRM advancements to support the customer journey

The ideal candidate will have experience of delivering CX in an environment where High Net Worth / Investors have operated and be passionate about driving service improvements through people, process and technology.

Salary: £55,000 - £70,000

Location: London

Overview

Responsible for managing the day to day operational activities for Customer Service for a dedicated regionwhich includes:

Order entry, order follow-up, stock information, backorder reports & invoicing

Ensuring the phones are answered within service level

Claim & return handling and crediting

Coach and develop team to deliver high quality service that’s best in class

Responsibilities

Developing and building a high performing team around sales administration to ensure the highest performanceand quality in managing the day to day operational activities for customer service. This involves allocating theappropriate resources to the group to meet the business demands of each region and customer type. Drivingknowledge increases in the Team to improve resolution rate and improve accuracy and customer experiences.

Ensuring achievement of all KPIs.

Ensuring compliance of B/R accounting roles and SOX requirements such as revenue recognition, inventory rules.Developing and managing high performance teams by selecting, developing, and evaluating personnel to ensurethe efficient operation of the group.

Working with stakeholders to implement efficient quality processes for Quotes and Tenders that driveimprovements in win loss and ensures each bid is to a high standard.

Managing change, having the ability to develop high performing /multi-cultural teams that deliver results. Preparingand leading the teams and supporting other projects. Continued focus on business process improvement in orderto define those aspects of the business which have the ability to impact the customer. Analysing operationalprocesses & results, escalation procedures and performs training needs assessments for identifying opportunitiesfor service delivery improvements and value add to the customer/clients.

Supporting and coach your team and team leaders.

Ensuring effective collaboration between the Bio-Rad Teams and Stakeholders to ensure optimal processes andeffective interactions. Managing all facets of customer retention including participating in the resolution of customerconcerns and defining and developing a customer contact strategy.

Ensuring customer satisfaction is improved by responding to customer surveys, analyse reasons for good andadverse feedback and drive improvements.

Auditing, analysing, harmonizing the best practices & develop SOPs in compliance with the affiliated regulatorybodies to keep clear process under control. Additionally, work with stakeholder(s) to implement harmonizedsystems and process around order entry, metrics and reporting.

Liaising between customers and manufacturing, sales, field service, order processing and accounting to resolvestatus, production, delivery and billing inquiries. Develop, implement and manage return materials authorization(RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracyand all client/customer service delivery issues are resolved.

Proactively communicating to internal stakeholders on issues and results, as well as ensuring proactive culture isembedded within the Teams.

Qualifications

Multi-lingual and excellent English

Experience setting or leading customer services shared services (cross-regional)

Proven ability to lead projects and deploy processes, meet deadlines; effectively communicate updates andoutcomes; utilize resources and tools to implement projects and process improvements. Experience setting upmulti-cultural teams.

Demonstrated leadership and decision making, solid people management experience, excellent organizationand time management. A person who has the ability to effect change.

Demonstrated ability to work effectively with customers, management, and other teams/organizations to ensurecollaboration and achieve desired outcomes.

Thorough knowledge of customer service call/order center best practices, and proficiency in customerservice/call center tools and software.

Results driven- ability to deliver improvements in customer satisfaction

Knowledge of computer networks and business software including:ERP (SAP, Oracle) Salesforce.com, MS Office, Microsoft Outlook and CRM experience

Demonstrated ability to work effectively in a strongly regulated environment (SOX and revenue compliance)

Strong operational, problem solving and managerial skills

Analytical, critical thinking, organizational, presentation, communication, reporting and interpersonal skills.HND or BA Degree or equivalent in Business or similar discipline5+ years of successful experience in related field and successful demonstration of Key responsibilities andknowledge as presented above

bull; A customer centric thinker with proven experience in a Customer Experience role

bull; Knowledge of customer experience approaches and methodologies

bull; Experience of multi-channel digital distribution environments

bull; Outstanding stakeholder management and relationship building skills ndash; both internally and externally

bull; Exceptional communicator who can articulate strategy across all levels

bull; Strategic thinker who can develop strategic plans in collaboration with the Senior Customer Experience Manager

bull; Ideation and concept development ndash; experience of developing ideas into reasoned thinking, planning for variables and an evolving business environment

bull; Able to manage multiple projects simultaneously and in a fast-paced environment with changing deadlines and objectives

bull; Comfortable escalating issues as necessary

bull; Able to work through conflict and build solutions that are approved by the necessary
stakeholders.

bull; Able to learn about the range of insurance, health services and health partner products
available from both AXA and the marketplace

bull; Expert coach to other team members